Customer Service Agent, Part-time, Benefits - Lakeland

Description

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

Year End Bonus

To reward associates for their contributions to the company for the calendar year, Publix provides a Holiday Bonus in November.

In the first year of continuous employment the bonus is equal to 15 hours of pay, and in the second year of continuous employment the bonus is equal to one week’s pay if associate remains employed through issue date of the bonus check.

In subsequent years, the bonus is equal to two weeks’ pay.
 

Benefits Information

• 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
• Visit our website to see all of our benefits: Benefits - Jobs (publix.com)

Additional Information

Your application may have additional steps that you will need to complete in order to remain eligible for consideration. Please be sure to monitor your email, including your spam folder, on a daily basis for critical, time-sensitive emails that could require action within 24-48 hours.

Please do not use your Publix email address when applying. Once your application has been successfully submitted you will receive a confirmation email.

For this position, Publix does not and will not file a petition or application with the USCIS or Department of State on behalf of any noncitizen for any immigration-related benefit to work and/or to continue to work in the United States, e.g., an H-1B or TN petition or permanent residence.