Customer Care Inbound Retention

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

• Be an advocate for PPLSI and its products.
• Earn Member trust and rebuild 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.

Qualifications

• A high school diploma or equivalent is required.
• One or more years of experience in customer service is preferred.
• Comfortable utilizing technology.
• Previous customer service experience is preferred.
• Strong active listening skills and ability to overcome objections.
• Ability to multi-task, prioritize and manage time effectively.

Skills

• Exceptional customer service skills.
• Effective problem resolution.
• Product knowledge of PPLSI's legal, identity theft, small business, and supplements.
• Confidence in presenting plans and benefits.

Benefits

Not specified.

Pay

Not specified.

Schedule

Full-time.