Customer Care Group & National Consultant

Customer Care Group & National Consultant

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.

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.

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

Performance Expectations

Education, Knowledge, and Experience

FLSA (Fair Labor Standards Act) Status

Physical and Mental Requirements / Work Environment

The work environment characteristics and physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 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. The ability to frequently, physically move between departments / floors. While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel, or operate objects, tools or controls, and reach with hands and arms.

Job Location : Duncan, Oklahoma