Job Summary:

The Customer Care Critical Assistant Consultant insures internal and external customers receive excellent service by assisting with urgent legal or identity theft needs during and after hours by resolving concerns, and processing requests via telephone, chat and/or email as well as ensuring customers are connected to our law firms and identity theft experts when appropriate.

Responsibilities:

Scope of the Role 

Under close supervision, the 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, display good judgement, 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 

• Answer critical calls with a sense of urgency and assist or transfer to the appropriate line for further assistance.   

• 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 to address member’s immediate needs   

 

 

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 

• 0-1 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