Benefits Department Customer Service Agent, Part-Time Position Available In Polk, Florida




Benefits Department Customer Service Agent, Part-Time
32829BR
Lakeland, FL
Department
Benefits Administration
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 (13 plans and programs in total).
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
Required Qualifications
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
Preferred Qualifications
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
Hours of Work
Availability 8:00am

• 4:30pm, Monday
• Friday
  Frequency of Pay
  Weekly
  Minimum Base Pay
  17.00
  Maximum Base Pay
  23.85
  Potential Annual Base Pay
  35,360
• 49,608
  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 ()
  Travel Frequency
  0%
  Address
  3300 Publix Corporate Parkway
  City
  Lakeland
  State
  Florida
  Zip Code
  33811-3311
  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.
Facility
Lak Publix Corporate Office B003