The Customer Care Group & National Consultant ensures internal and external customers receive excellent service by answering questions, resolving problems, and processing requests via telephone, chat and/or email. They are the front line of support and help ensure our largest Group and National customers are satisfied with products, services and features.
Scope of the Role
Under close supervision, an incumbent in this position will perform a variety of customer service duties to assist members in solving a variety of problems which could have a significant impact on their personal or professional life. The ability to empathize and 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, law firms or other internal/external customers
Be an advocate for our customers and be an empathetic problem-solver in all customer interactions
Escalate Member Resolution tickets in a timely manner and ensuring resolution occurs as quickly as possible
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 excellent attendance and adherence
Maintain minimum KPI targets which include:
Quality
Average Talk Time
Average After Call Work
Average Non-Productive Time
Other KPIs within Customer Care
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
Has the ability to handle and retain large amounts of information as it relates to the customer, the customer’s benefits, and limitations
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 effective 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
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.
Ada
9343 Customer Care
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.