Customer Care Inbound Retention Consultant

PPLSI; Duncan (OK); On-site; USD 36,000 - 54,000; Full time

Job summary

PPLSI is seeking an Inbound Retention Team Member in Duncan, OK to resolve Member issues and rebuild confidence and value in our products. You will engage with Members in a consultative manner to retain and upgrade memberships, using our savings tools and product knowledge to demonstrate long-term value.

Ideal candidates have 1+ year in customer service, strong listening skills, and the ability to multi-task in a fast-paced environment.

Qualifications

• High school diploma or equivalent
• 1+ years in Customer Service Experience preferred
• Comfortable utilizing technology
• Previous customer service experience preferred
• Strong active listening skills and ability to overcome objections
• Ability to multi-task, prioritize and manage time effectively

Responsibilities

• Resolve Member issues and rebuild confidence and value in PPLSI.
• Retain Members and upsell benefits and services through consultative approaches.
• Maintain professional and empathetic interactions with Members.
• Meet retention KPIs including saves, conversion rate, quality, and attendance targets.
• Participate in ongoing training and development and use feedback to improve performance.

Job description

Job Summary:

An Inbound Retention Team Member 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 Members and resolve Member issues. They will strengthen customer relationship through member education relative to benefits and plan usage to improve membership retention.

Our ideal Inbound Retention Consultant has been a high performer in customer facing roles that require them to build relationships through a consultative process to meet the needs of the customer. We are looking for someone with an aptitude for retention who has thrived in a quota-based and competitive environment.

Performance Outcomes

Service Expectations

• Be an advocate for PPLSI and its products.
• Earn Member trust and re-build the relationship through effective problem resolution, reselling the benefits and value of PPLSI's products & services.

• 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 save 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

• Use discovery to 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 or equivalent
• 1 or more years in Customer Service Experience preferred
• Comfortable utilizing technology
• Previous customer service experience preferred
• Strong active listening skills and ability to overcome objections
• Ability to multi-task, prioritize and manage time effectively

FLSA Status

Non-Exempt

Physical 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.

Additional Information

Location: Duncan

Department: 9345 Retention

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].