Job Description

Description

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 Publixs 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.
* Complying with federally mandated Medicare reporting on settled claims.

Required Qualifications
* High school diploma or its equivalent
* 2 years of customer service or retail experience
* ability 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 in
* Fluent in English and Spanish
* 2 years of customer service Or
* 2 years of retail experience
* excellent investigative skills
* excellent analytical skills
* Excellent verbal and written communication skills, English and Spanish
* Professional telephone etiquette, English and Spanish
* excellent interpersonal skills
* excellent negotiations skills
* Excellent problem-solving skills
* Excellent organizational skills
* Excellent customer service skills in a non-adversarial manner even when customers become aggressive, demanding, or rude
* high degree of maturity, discretion, tact and independent judgment,
* excellent time management skills
* adaptability to adjust to a fluctuating work environment
* ability to manage highly confidential and sensitive information
* basic Microsoft Word, Excel and Outlook skills,
* basic knowledge of the Risk Master Claims System,
* basic knowledge of the Medicare Reporting System, and
* willingness to work overtime, weekends, and/or holidays

Preferred Qualifications
* Associates degree in any discipline
* 3 years of customer service experience Or
* 3 years of retail operations experience
* 1 year at Publix
* actively holds Florida 6-20 All Lines Adjusters License
* knowledge of Publixs policies, guidelines and corporate structure
* knowledge of customer base in areas of operation
* knowledge of basic liability principles
* knowledge of the Federally mandated Medicare reporting
* intermediate Microsoft Word, Excel and Outlook skills
* advanced knowledge of the Risk Master Claims System and
* advanced knowledge of the Medicare Reporting System