Customer Care Consultant
PPLSIAbout the role
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 <
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