Customer Care Consultant

PPLSI • Duncan, OK

3d • Onsite

About The Position

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. 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 effect ively 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

Requirements

• 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
• Ability to multi-task, prioritize and manage time effectively
• Positive professional attitude and team player

Responsibilities

• 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
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED