Customer Service Agent, Part-time, Benefits - Lakeland

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”). 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.

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

Benefits Administration