30960BRPosition Title:Customer Service Agent, Part -Time, HS3, Benefits - LakelandDepartment:Benefits AdministrationLocation:Lakeland, FLDescription: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.Responsibilities include:
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
Req ID:30960BRHours of Work:Availability 8:00am - 4:30pm, Monday - FridayFacility:Lak Publix Corporate Office B003State:FloridaFrequency of Pay:WeeklyTravel Frequency:0%Minimum Base Pay:17.00Additional 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.Please note that Publix will not sponsor any hire for this position for a visa or permanent residence.Address:3300 Publix Corporate ParkwayCity:LakelandYear End Bonus:To reward associates for their contributions to the company for the calendar year, Publix provides a Holiday Bonus in November. The bonus for this position is 8 hours of pay when a new associate joins Publix prior to July 1. There is no bonus in the first year for associates hired after July 1. In subsequent years, the bonus is equal to 8 hours’ pay if associate remains employed through issue date of the bonus check.Maximum Base Pay:23.85Required Qualifications:
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
Preferred Qualifications:
2-year associate degree or equivalent experience
1 year of customer service experience
Bilingual in English and Spanish or Creole
Potential Annual Base Pay:NAZip Code:33811-3311Benefits 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 plan
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) (https://jobs-beta.publix.com/benefits/)