Benefits Department Customer Service Agent

Publix Super Markets•Lakeland, FL

About The Position

At Publix, exceptional customer service is our hallmark. We’re searching for enthusiastic and experienced individuals who consistently deliver outstanding support and create memorable experiences for every customer. As a Customer Service Agent (CSA), you’ll be the trusted first point of contact, providing expert assistance with benefit-related inquiries and making every interaction positive, professional, and caring. Your commitment to excellence sets the standard for customer satisfaction and reinforces our reputation for premier service. What You'll Do: Assist Customers: Answer incoming customer calls and answer customer questions and resolve concerns regarding our stock, retirement, and group benefits plans in a fast-paced high-volume environment. Problem-Solving: Listen to customers, determine the appropriate response or solution, research information, and take necessary action to ensure customers receive complete and helpful information regarding their benefits inquiries. Collaborate: You’ll be supported by and work closely with Sr. CSAs, Customer Service Specialists (CSSs) and other team members to deliver a premier customer experience. Learn and Grow: We offer training programs and support to help you be a successful customer service agent. What We Offer: Supportive Team Environment: Join a team that values collaboration and real-time support. We provide a comprehensive training program to support new CSAs. Career Growth Opportunities: We offer training, mentorship, and clear career paths to help you advance within customer service. Comprehensive Benefits: Enjoy competitive pay, health insurance, a company-funded retirement plan that gives you shares of Publix stock, a 401(k)-retirement savings plan, a stock purchase plan, paid time off, tuition reimbursement and other perks. Challenges and Opportunities: Knowledge and Skills: The role requires substantial knowledge of our benefits plans and processes, the ability to use multiple systems simultaneously and meet or exceed established customer service agent metrics. We provide comprehensive training to help you succeed. Customer Interactions: You may interact with customers who are navigating emotional or stressful situations, which can be challenging but also rewarding. We offer training in communication and de-escalation strategies and stress management resources. Team Support: We are confident our training and support systems will allow you to approach every situation with confidence and care.

Requirements

High school diploma or equivalent
Minimum of 2 years of professional experience in an office environment involving customer or employee account transactions (e.g., insurance, healthcare, retirement plans, banking/financial or HR support)
Excellent verbal and written communication skills
Analytical reasoning and problem-solving skills
Basic proficiency in Microsoft Office Suite (Word, Excel, Outlook, Teams)
Situational awareness, customer focus and attention to detail
Ability to work in a fast-paced environment and handle multiple tasks simultaneously
Strong attention to detail and organizational skills
The ability to interpret information.

Nice To Haves

Associate or bachelor’s degree in a related field
Bilingual or multilingual abilities
Two years’ experience in a high-volume call center environment
Familiarity with benefits-specific regulations and compliance standards

Responsibilities

Answer incoming customer calls and answer customer questions and resolve concerns regarding our stock, retirement, and group benefits plans in a fast-paced high-volume environment.
Listen to customers, determine the appropriate response or solution, research information, and take necessary action to ensure customers receive complete and helpful information regarding their benefits inquiries.
You’ll be supported by and work closely with Sr. CSAs, Customer Service Specialists (CSSs) and other team members to deliver a premier customer experience.