Refrigeration Alarm Monitoring Training Coordinator - Facilities

2 years’ experience in the Publix Facilities Contact Center as a Contact Center Specialist or with the Refrigeration Alarm Monitoring Team OR 2 years’ experience as a trainer in a Customer Service environment handling ACD metrics. 1 year experience in Refrigeration Alarm Monitoring, Facilities Contact Center, Refrigeration service/operations support, or equivalent experience in a customer support environment with high call/queue volume.

Required Qualifications

• high School diploma OR equivalent combination of formal training/certification and professional work experience that demonstrates the prerequisite competence to perform the duties of this position
• 1 year experience in Refrigeration Alarm Monitoring, Facilities Contact Center, Refrigeration service/operations support, or equivalent experience in a customer support environment with high call/queue volume
• A valid driver's license
• knowledge of quality assurance principles, training effectiveness, and performance gap analysis
• knowledge of data analysis principles and reporting to identify trends and training needs
• intermediate knowledge of Microsoft Word and Excel

 


Preferred Qualifications

• Associate’s degree in Business Administration, Technical/Industrial discipline, or other analytical discipline
• 2 years’ experience in the Publix Facilities Contact Center as a Contact Center Specialist or with the Refrigeration Alarm Monitoring Team OR 2 years’ experience as a trainer in a Customer Service environment handling ACD metrics
• knowledge of the following computer applications: Ultrasite, StoreView, Bugle, Connect+ and ServiceNow
• advanced knowledge of refrigeration systems fundamentals and alarm conditions (as applicable to Publix stores)
• advanced knowledge of Refrigeration Alarm Monitoring escalation process and communications
• working knowledge of work management tools and documentation standards used to track alarms, outages, and follow-up actions
• advanced knowledge of Microsoft Excel
• intermediate knowledge of Microsoft PowerPoint

Facilities