This position performs the customer event intake function by investigating all reported customer events (approximately 21,000 annually), making initial contact with customers reporting a general liability event, communicating Publix's liability assessment, settling the appropriate customer events, and securing physical evidence related to customer events.

　　Primary duties include:Contacting injured customers by telephone and/or in writing to promote premier customer service and provide quick resolution of claims, in English and Spanish.Investigating reported customer events to ensure all necessary information is accurately captured should the customer assert a claim.Successfully negotiating and settling customer claims.Managing all shopping cart and property damage claims to ensure timely and equitable resolution.Securing physical evidence related to customer events to assist in claims handling and potential litigation.Answering incoming calls through the CCU call center, in English and Spanish .

　　Required Qualifications

　　High school diploma or its equivalent2 years of customer service or retail experienceability to obtain Florida 6-20 All Lines Adjuster License within 6 months of employment as well as reciprocal licenses for all the states that Publix operates inFluent in English and Spanish2 years of customer service Or2 years of retail experienceexcellent investigative skillsexcellent analytical skillsExcellent verbal and written communication skills, English and SpanishProfessional telephone etiquette, English and Spanishexcellent interpersonal skillsexcellent negotiations skillsExcellent problem-solving skillsExcellent organizational skillsExcellent customer service skills in a non-adversarial manner even when customers become aggressive, demanding, or rudehigh degree of maturity, discretion, tact and independent judgment,excellent time management skillsadaptability to adjust to a fluctuating work environmentability to manage highly confidential and sensitive informationbasic Microsoft Word, Excel and Outlook skills,basic knowledge of the Risk Master Claims System,basic knowledge of the Medicare Reporting System, andwillingness to work overtime, weekends, and/or holidays

　　Preferred Qualifications

　　Associate's degree in any discipline3 years of customer service experience Or3 years of retail operations experience1 year at Publixactively holds Florida 6-20 All Lines Adjuster's Licenseknowledge of Publix's policies, guidelines and corporate structureknowledge of customer base in areas of operationknowledge of basic liability principlesknowledge of the Federally mandated Medicare reportingintermediate Microsoft Word, Excel and Outlook skillsadvanced knowledge of the Risk Master Claims System andadvanced knowledge of the Medicare Reporting System

　　Benefits Information

　　Employee stock ownership plan that contributes Publix stock to associates each year at no costAn opportunity to purchase additional shares of our privately-held stock401(k) retirement savings planGroup health, dental and vision plans planPaid Time OffPaid Parental LeaveShort- and long-term disability insuranceTuition reimbursementFree hot lunches (buffet-style) at facilities with a cafeteriaVisit our website to see all of our benefits: Benefits - Jobs (publix.com)

　　Potential Annual Base Pay

　　48,152 - 67,184

　　Year End Bonus

　　To reward associates for their contributions to the company for the calendar year, Publix provides a Holiday Bonus in November. In the first year of continuous employment the bonus is equal to 15 hours of pay, and in the second year of continuous employment the bonus is equal to one week's pay if associate remains employed through issue date of the bonus check. In subsequent years, the bonus is equal to two weeks' pay.

　　Additional Information

　　Your application may have additional steps that you will need to complete in order to remain eligible for consideration. Please be sure to monitor your email, including your spam folder, on a daily basis for critical, time-sensitive emails that could require action within 24-48 hours.

　　Please do not use your Publix email address when applying. Once your application has been successfully submitted you will receive a confirmation email.