Customer Care Consultant

PPLSI; Ada (OK); On-site; USD 32,000 - 42,000; Full time

Job summary

PPLSI is hiring a Customer Care Consultant in Duncan, OK to deliver excellent service by answering questions, resolving problems, and processing requests via telephone, chat, and email. You will support members and coworkers, learn all products, and uphold company policies while maintaining high standards of accuracy and professionalism.

The role emphasizes strong communication, active listening, and the ability to manage multiple tasks in a fast-paced environment.

Qualifications

• High school diploma or equivalent required.
• 1 or more 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 to customers.
• Ability to work in a fast-paced environment, manage high pressure situations, and be flexible and adaptable.
• 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

• Scope of the Role: Under close supervision, perform a variety of customer service duties to assist members and coworkers in solving problems which could have a significant impact on their personal or professional life.
• Effective communication to build rapport and resolve customer needs while adhering to policies.
• Adapt to a changing environment with attention to detail and timely, accurate work.
• Learn all PPLSI’s products and services across lines of business to support resolutions for customers.
• Respond to calls, emails, and chats from members, coworkers, or other internal/external customers.
• Be an advocate for customers and an empathetic problem-solver in all interactions.
• Educate members on benefits and information within company guidelines.

Skills

Customer service

Typing 35 WPM

Active listening

Strong communication

Phone etiquette

Time management

Team player

Education

High school diploma

Job description

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.

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

FLSA (Fair Labor Standards Act) Status

• Non-Exempt, Overtime may be required

Physical and Mental Requirements/Work Environment

The work environment characteristics and physical demands described here are representative of these 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.

Additional Information

Location

Duncan

Department

9343 Customer Care

Time Type

Full time

Commitment to Equal Opportunity

PPLSI conforms to all the laws, statutes, and regulations concerning equal employment opportunities. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. 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, and basis of disability or any other federal, state or local protected class. We prohibit retaliation against individuals who bring forth any concerns, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any concerns or otherwise oppose discrimination.

If you require a reasonable accommodation to complete the application process, please contact Human Resources at: [e-mail].