Customer Care Group & National Consultant
PPLSIAbout the role
Job Summary:
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.Responsibilities:
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
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