Customer Service Agent, Part -Time, HS3, Benefits - Lakeland

Publix Super Markets • Lakeland, FL

356d

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). The responsibilities listed on this position are not intended to be all-inclusive and additional responsibilities may be assigned as needed.

Requirements

• High School diploma or equivalent
• Previous customer service experience
• 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 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 knowledge of Microsoft Word, Excel, and PowerPoint

Nice To Haves

• 2-year associate degree or equivalent experience
• 1 year of customer service experience
• Bilingual in English and Spanish or Creole

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

What This Job Offers

• Job Type: Full-time
• Industry: Food and Beverage Retailers
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees