Customer Service Agent, Part-time, Benefits - Lakeland

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 in a high-volume fast-paced call center environment.

Primary Responsibilities

• Serving as a frontline ambassador for the benefits department by providing premier customer service, inspiring trust and effectively using their knowledge of our plans, processes and systems during every interaction to provide information and resolve issues.
• Initiating forms and documents to be mailed to customers.
• Verifying beneficiary designation forms and address updates are accurately processed by the Mail Support associates and assisting Mail Support associates with processing during periods of high volume if they have been fully trained.

Required Qualifications

• High school diploma
• Two 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)
• Customer Focus
• Analytical Reasoning
• Problem Solving
• Situational Awareness
• Detail Oriented
• Microsoft Word (Basic)
• Microsoft Excel (Basic)

Preferred Qualifications

• Associate degree or equivalent experience or equivalent combination of formal training/certification and professional work experience that demonstrates the prerequisite competence to perform the duties of this position.
• Two years in a high-volume customer service call center.
• Bilingual in English and Spanish or Creole preferred
• General knowledge of benefit plans
• Proficient knowledge in answering all internal Benefits ACD line queues (Stock, Retirement and Group Benefits), including meeting or exceeding established customer service key performance indicators (“KPIs”)
• Microsoft Access (Basic)
• Various computer systems, applications and online platforms.
• ViewStar – Document Management
• Stock Management System
• Pay Pilot
• One Source
• RetireLink
• READ
• Retirement System
• SAP
• PASSport
• Publix Stockholder Online (PSO)
• PowerApps/SharePoint
• Publix legacy HR and Stock (HOST)
• Systems used by key third-party vendors and by Publix in the administration of our benefit plans and programs

Hours of Work

11:00am - 4:30pm, Monday - Friday

Travel Frequency

0%

Details

Compensation Type: Hourly Paid

Frequency of Pay: Weekly

Minimum Base Pay: 19.45

Maximum Base Pay: 27.20

Potential Annual Base Pay: NA

Address: 3300 Publix Corporate Parkway

City: Lakeland

State: Florida

Zip Code: 33811-3311