What are the responsibilities and job description for the Customer Care Consultant position at PPLSI?

Job Summary :

The Customer Care Consultant insures internal and external customers receive excellent service by answering questions, resolving problems, and processing requests via telephone, chat and / or email.

Responsibilities : Scope of the Role

Under close supervision, an incumbent in this position will perform a variety of customer service duties to assist members and coworkers in solving a variety of problems which could have a significant impact on their personal or professional life. The ability to effectively communicate will be critical in building rapport to best understand the customers' needs and come to a resolution ensuring customer satisfaction while adhering to PPLSI's policies.

The incumbent must be able to adapt to a changing environment, have effective time management skills and will ensure work is accurate, clear and concise with strong attention to detail.

This position is an excellent opportunity to learn all PPLSI's products, services and work with all lines of business in support of resolutions in servicing our customers.

Performance Outcomes

Service Expectations

Respond to calls, emails and / or chats from members, coworkers, or other internal / external customers
Be an advocate for our customers and be an empathetic problem-solver in all customer interactions.
Answering the phone, email and / or chat in a timely, welcoming, and professional manner

First Call Resolution

Obtain all information and update the membership timely and accurately

Accurately educate members on their benefits and answer member inquiries within the company guidelines

Provide all information necessary preventing the member from having to follow-up regarding the same questions and / or concerns

Performance Expectations

Maintain minimum KPI targets which include :

Quality

Average Talk Time

Average After Call Work

Average Non-Productive Time

Other KPIs within Customer Care

Maintaining excellent punctuality and attendance

Education, Knowledge, and Experience

Highschool diploma or equivalent required

1 or more years of customer service experience preferred

Prior contact center experience preferred

Strong computer knowledge

Types a minimum of 35 WPM

Innate understanding of customer service, with a strong sense for delivering superior service to customers

Ability to work in a fast-paced environment, to manage high pressure situations, and to be flexible and adaptable when a situation requires it

Demonstrates strong written and verbal communication

Strong phone etiquette and active listening skills

Ability to multi-task, prioritize and manage time effectively

Positive professional attitude and team player

FLSA (Fair Labor Standards Act) Status

Non-Exempt, Overtime may be required

Physical and Mental Requirements / Work Environment

The work environment characteristics and physical demands described here are representative of these an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Prolonged periods sitting or standing at a desk and working on a computer

Must be able to regularly lift, carry, and otherwise move up to 15 pounds at times and occasionally up to 30 pounds

The ability to frequently, physically move between departments / floors

While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel, or operate objects, tools or controls, and reach with hands and arms.

Additional Information :

Location :

Duncan

Department : 9343 Customer Care

Time Type : Full time

Commitment to Equal Opportunity

PPLSI conforms to all the laws, statutes, and regulations concerning equal employment opportunities. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, and basis of disability or any other federal, state or local protected class. We prohibit retaliation against individuals who bring forth any concerns, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any concerns or otherwise oppose discrimination.

If you require a reasonable accommodation to complete the application process, please contact Human Resources at : humanresources@legalshieldcorp.com. Learn More

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