Customer Care Inbound Retention Consultant

PPLSI•Duncan, OK

About The Position

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 strength 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

Requirements

High school diploma required or equivalent required
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

Responsibilities

Resolve Member issues
Rebuild confidence & value in PPLSI
Retain and upgrade Members
Strengthen customer relationship through member education relative to benefits and plan usage to improve membership retention
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
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
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