Job Summary:

A Customer Care Inside Sales Consultant will play a fundamental role in achieving our customer revenue growth objectives through resolving Member issues and rebuilding confidence & value in PPLSI.

Responsibilities:

Scope of the Role 

 

Under close supervision, the incumbent of this position will be passionate about the customer experience, persuasive and highly motivated to retain and upgrade and resolve Member issues. They will strength customer relationship through member education relative to benefits and plan usage to improve membership retention.  

 

Our ideal Customer Care Inside Sales Consultant will be a high performer in customer facing roles that will require building relationships through a consultative process to meet the needs of the customer. This role will have an aptitude for retention to thrive in a quota-based and competitive environment. 

 

Performance Outcomes 

 

 

Service Expectations 

 

• Be an advocate for PPLSI and its products and educate member on value of PPLSI products 

• Earn Member trust and re-build the relationship through effective problem resolution, reselling the benefits and value of PPLSI’s products & services.  

• Use discovery methods to identify member needs 

• Maintain professional and empathetic interactions. 

• Maintain adherence to flexible call flow. 

• Participate in ongoing training and development.  

• Utilize feedback to improve performance. 

• Drive to set aggressive goals and surpass them 

• Work closely with all segments of PPLSI to retain the Member by solving their issues using exceptional customer service skills and employing safe tools in a cost-effective manner.  

 

Customer Education and Product Knowledge Expectation  

 

• Learn and understand all PPLSI products including legal, identity theft, small business, and supplements 

• Analyze customer needs and tailor PPLSI products and benefits to the customer’s situation 

• Sell the value of long term, lifetime legal and identity theft protection 

• Present plans and benefits confidently and comprehensively 

 

Performance Expectations 

 

• Meet minimum targets of Retention KPIs which would include; 

• Minimum number of saves  

• Minimum conversion rate 

• Meet and exceed quality targets 

• Meet and exceed attendance & adherence targets 

 

 

Education, Knowledge, and Experience 

 

• High school diploma