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. 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: Ada 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: humanresources@legalshieldcorp.com. PPLSI is an Equal Opportunity Employer. PPLSI does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need. A trailblazer in the democratization of affordable access to legal and identity protection, PPLSI is the world's largest platform for legal, identity, and reputation management services covering more than 4.4 million people. IDShield, LegalShield’s identity theft solution for individuals and families, has more than one million members. LegalShield and IDShield serve more than 140,000 businesses. In addition, over 34,000 companies offer LegalShield and IDShield plans to their employees as voluntary benefits.