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SalaryDescription
Within Publix’s Customer Care and Social Media (CCSM) department, the Training and Development Specialist evaluates experiences between customers and agents, identifies where development opportunities exist, and then assists in the creation and delivery of new training content. In addition, this position presents trainings to new and existing associates within the department, and ensures all associates are given the necessary development to provide premier customer service.
In Publix’s corporate offices, we value in-person interactions, similar to those our store associates have with customers. Many of Publix’s corporate offices offer work from home up to two days a week. Each business area implements their policy differently and should be discussed during interviews.
What you’ll do
- Supporting the Training and Development Supervisor in designing and developing training content and plans, including e-learning courses, instructor-led training materials, job aids, and multimedia assets.
- Collaborating with the subject matter expert (SME) and stakeholders to analyze learning needs and goals and identifying performance gaps.
- Updating and maintaining training content to ensure that associates are up to date with the tools and processes used within the department.
- Utilizing instructional design software and multimedia tools to create interactive and visually appealing learning materials.
- Presenting training material to all associates within the department
Required Qualifications
- Associate’s degree in communications, business, or other analytical discipline, or equivalent experience
- At least one year of customer service experience
- At least one year of experience working in a position that requires business writing and communication to multiple audiences
- At least one year of experience using Social Media platforms
- Basic skills using Microsoft Access and Excel
- Intermediate skills with Microsoft Word and PowerPoint
- Willingness to operate a vehicle and have driving record verified
- Flexible and adaptable with good time management skills
- Solid critical thinking skills
- Ability to consistently operate with professional maturity by maintaining confidentiality
- Ability to keep pace with ever-changing technologies
- Working knowledge of customer service philosophies and best practices
- Experience with Windows, Adobe Acrobat, and internet search engines
- Willingness to work nights, weekends, and holidays
Preferred Qualifications
- Bachelor’s degree in communications, business or other analytical discipline, or equivalent experience
- Two or more years of customer service experience
- Two or more years of experience working in a position that requires business writing and communication to multiple audiences
- Two or more years of experience using Social Media platforms
- Knowledge of Publix’s culture and approach to customer service
- Knowledge of crisis communications practices
- Knowledge of Publix organizational structure
- Knowledge of Social Media practices, styles and platforms, including an understanding of social engagement practices and Social listening nuances
- Knowledge of training methodologies and best practices
- Knowledge of all system tools within the department
- Knowledge of Articulate
- Knowledge of ePowerCenter or related system
- Intermediate skills with Microsoft Access
- Advanced skills with Microsoft Word, Excel, and PowerPoint
Benefits
- Employee stock ownership plan that contributes Publix stock to associates each year at no cost
- An opportunity to purchase additional shares of our privately-held stock
- 401(k) retirement savings plan
- Group health, dental and vision plans
- Paid Time Off
- Paid Parental Leave
- Short- and long-term disability insurance
- Tuition reimbursement
- Free hot lunches (buffet-style) at facilities with a cafeteria
- Visit our website to see all of our benefits: Benefits – Jobs (publix.com)
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
Publix Super Markets tops the list of privately-owned supermarkets in the US. We hold no long-term debt and continue to grow year after year. Publix and our associates excel in community involvement, volunteerism, and environmental sustainability. Our collective commitment to diversity has contributed to our success in being a great place to work and shop. It’s satisfying to work for – and be an owner in – a Fortune 100 company that is widely recognized as a leader in the supermarket industry.
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.
