Customer Care Inside Sales Consultan

Job Summary

A Customer Care Inside Sales Consultant 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 and resolve Member issues. They will strength customer relationship through member education relative to benefits and plan usage to improve membership retention.

Our ideal Customer Care Inside Sales Consultant will be a high performer in customer facing roles that will require building relationships through a consultative process to meet the needs of the customer. This role will have an aptitude for retention to thrive in a quota-based and competitive environment.

Performance Outcomes

Service Expectations

• Be an advocate for PPLSI and its products and educate member on value of PPLSI products
• Earn Member trust and re-build the relationship through effective problem resolution, reselling the benefits and value of PPLSI’s products & services.
• Use discovery methods to identify member needs
• 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 safe 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
• 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 required
• One or more years of experience in customer service in a sale environment preferred
• Comfortable utilizing technology
• Strong active listening skills and ability to overcome objections
• Ability to multi-task, prioritize and manage time effectively
• Technical aptitude, problem solving skills and ability to prioritize multiple items at once
  
  

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.

• 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.
• Regular and predictable attendance and punctuality is required
  
  

Additional Information

Location:

Duncan

Department

9357 Inside Sales

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: humanresources@legalshieldcorp.com.