Benefits Department Customer Service Agent, Part-Time

Publix • Lakeland, FL

265d • $17 - $23

About The Position

The purpose of this position is to provide premier customer service and first contact resolution on requests and inquiries from Publix current and former associates (at all levels of the company), family members, power of attorneys, personal representatives, physician offices, Publix stockholders, Qualified Domestic Relations Order (“QDRO”) alternate payees, death beneficiaries, IRA companies, financial advisors, attorneys, and tax preparers (collectively, “customer”) relating to Publix's health, welfare, voluntary, wellness, retirement and stock purchase plans (13 plans and programs in total).

Requirements

• High school diploma or equivalent.
• Previous customer service experience.
• Be at least 20 years of age and have a valid driver's license and authorization to drive a company vehicle (on or before his or her start date in the position).
• The ability to manage time so that the priority of the activities determines the timing and amount of attention they receive.
• The ability to develop and maintain professional, trusting, positive, and productive working relationships with associates, managers, customers, and vendors.
• The ability to create an environment in which a positive and professional service orientation is evident to internal customers.
• The ability to use 'active listening' techniques to ensure the understanding of information provided by the speaker, and display interest in the topic discussed.
• The ability to orally present and express ideas and information clearly, politely, and concisely, in a manner appropriate to the audience.
• The ability to prepare clear, accurate, understandable, and professional written text in English, using appropriate level of detail for the intended audience, and following the basic rules of spelling, grammar, and punctuation to convey information.
• Decision making skills to recommend changes to processes, assist associates and escalate callers, including knowing when to reach out to Level II CSAs, CSS, team lead or processor.
• Problem solving skills to research and resolve customer requests or inquiries, including knowing when to reach out to Level II CSAs, CSS, team lead or processor in handling difficult or complex inquiries.
• Ability to handle conflict to effectively interact with customers who may be unhappy, hostile or angry regarding the administration of the benefit and stock plans.
• Basic skill level Microsoft Word and Excel.

Nice To Haves

• 2-year associate degree or equivalent experience.
• 1 year of customer service experience.
• Bilingual in English and Spanish or Creole.
• General knowledge of benefit and stock plan administration.
• General knowledge of laws and regulations for benefit and stock plans.
• Proficient working knowledge in answering all internal benefits ACD line queues (stock, retirement, and group benefits), including meeting, or exceeding established customer service key performance indicators (KPI's).
• Basic skill level in Microsoft Access.

Responsibilities

• Providing premier customer service and first contact resolution to both internal and external customers.
• Initiating the following forms and documents to be mailed to customers.
• Processing beneficiary designation forms.
• Updating addresses as requested by the customer.

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.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Industry: Food and Beverage Retailers
• Education Level: High school or GED