Customer Care Group & National Consultant

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.

Under close supervision, the incumbent will perform a variety of customer service duties to assist members in solving problems that could significantly impact their personal or professional life. The ability to empathize and effectively communicate is critical in building rapport to understand customers’ needs and achieve resolution while adhering to PPLSI’s policies.

The incumbent must adapt to a changing environment, manage time effectively, and ensure work is accurate, clear, 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.

• Respond to calls, emails and/or chats from members, law firms or other internal/external customers.
• Advocate for customers and be an empathetic problem-solver in all interactions.
• Escalate Member Resolution tickets in a timely manner and ensure resolution occurs quickly.
• Answer phone, email and/or chat in a timely, welcoming, and professional manner.

• Obtain all information and update membership promptly and accurately.
• Accurately educate members on their benefits and answer inquiries within company guidelines.
• Provide all necessary information preventing a member from having to follow up on the same question or concern.

• Maintain excellent attendance and adherence.
• Maintain minimum KPI targets, including:

• High school diploma or equivalent required.
• 1+ years of customer service experience preferred.
• Prior contact center experience preferred.
• Strong computer knowledge.
• Type a minimum of 35 WPM.
• Innate understanding of customer service, with a strong sense for delivering superior service.
• Ability to handle and retain large amounts of information related to the customer, benefits, and limitations.
• Ability to work in a fast-paced environment, manage high-pressure situations, and be flexible and adaptable.
• 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.

Non‑Exempt; overtime may be required.

• 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.
• Ability to frequently, physically move between departments/floors.
• 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.

PPLSI conforms to all laws and regulations concerning equal employment opportunities. We strongly encourage women, minorities, individuals with disabilities, and veterans to apply. 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, or basis of disability.

We prohibit retaliation against individuals who bring forth concerns to the employer or the government.

If you require a reasonable accommodation to complete the application process, please contact Human Resources at: human