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

Location: Lakeland, FL
Job ID: 30960BR
Department: Benefits Administration
Working Hours: Availability 8:00am - 4:30pm, Monday - Friday
Pay Frequency: Weekly
Date Posted: Nov 08, 2024

Salary varies

Onsite

Part Time - Regular

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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).

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

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Required 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

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Preferred Qualifications

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

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Benefits

• 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)

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Year 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.

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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.

Please note that Publix will not sponsor any hire for this position for a visa or permanent residence.

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