DirectJobHub
Jobs · OTHR · Oklahoma

Customer Care Group & National Consultant

PPLSI · Ada, OK · 1 mo ago
On-siteOTHRFull-time

About the Role

The Customer Care Group & National Consultant ensures internal and external customers receive excellent service by answering questions, resolving problems, and processing requests via telephone, chat, and/or email. They are the front line of support, helping ensure our largest Group and National customers are satisfied with products, services, and features.

Under close supervision, an incumbent in this position will perform a variety of customer service duties to assist members in solving problems that could significantly impact their personal or professional life. The ability to empathize and effectively communicate is critical in building rapport, understanding customer needs, and reaching resolutions while adhering to company policies. This role offers an excellent opportunity to learn all company products and services and collaborate across business lines to resolve customer issues.

Responsibilities

  • Respond to calls, emails, and/or chats from members, law firms, or other internal/external customers.
  • Act as an advocate for customers, demonstrating empathy and problem-solving skills in all interactions.
  • Escalate Member Resolution tickets in a timely manner to ensure quick resolution.
  • Answer communications in a timely, welcoming, and professional manner.
  • Achieve first-call resolution by obtaining all necessary information and updating membership records accurately and promptly.
  • Educate members on their benefits and answer inquiries within company guidelines.
  • Provide comprehensive information to prevent members from needing follow-up on the same questions or concerns.
  • Maintain excellent attendance and adherence to schedules.
  • Meet or exceed minimum KPI targets, including:
    • Quality
    • Average Talk Time
    • Average After Call Work
    • Average Non-Productive Time
    • Other Customer Care KPIs

Requirements

  • High school diploma or equivalent required.
  • 1 or more years of customer service experience preferred.
  • Prior contact center experience preferred.
  • Strong computer knowledge and typing speed of at least 35 WPM.
  • Innate understanding of customer service with a strong commitment to delivering superior service.
  • Ability to handle and retain large amounts of information related to customer benefits and limitations.
  • Ability to work in a fast-paced environment, manage high-pressure situations, and adapt to changing requirements.
  • Demonstrated effective written and verbal communication skills.
  • Strong phone etiquette and active listening skills.
  • Ability to multi-task, prioritize, and manage time effectively.
  • Positive, professional attitude and a team-player mindset.

Physical and Mental Requirements

  • Prolonged periods of sitting or standing at a desk while working on a computer.
  • Ability to regularly lift, carry, or move up to 15 pounds and occasionally up to 30 pounds.
  • Frequent physical movement between departments or floors.
  • Regular use of hands and fingers to handle, feel, or operate objects, tools, or controls, and reach with hands and arms.

FLSA Status: Non-Exempt; overtime may be required.

Location: Ada | Department: Customer Care | Time Type: Full time

Similar jobs