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

Location: Lakeland, FL
Job ID: 32829BR
Department: Benefits Administration
Working Hours: Availability 8:00am - 4:30pm, Monday - Friday
Pay Frequency: Weekly
Date Posted: Apr 21, 2025

$35 - 49k

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).

• 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
• 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

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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
• 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

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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
• 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.
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.

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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.

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.

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