Customer Care Inbound Retention Consultant

About the role

An Inbound Retention Team Member will play a fundamental role in achieving customer revenue growth objectives through resolving Member issues and rebuilding confidence and value in PPLSI.

Responsibilities

• Under close supervision, be passionate about the customer experience, persuasive and highly motivated to retain and upgrade Members and resolve Member issues.
• Strengthen customer relationships through member education relative to benefits and plan usage to improve membership retention.
• Act as 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 and 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.

Performance Expectations

• Meet minimum targets of Retention KPIs which include:
  • Minimum number of saves
  • Minimum conversion rate
• Meet and exceed quality targets.
• Meet and exceed attendance and adherence targets.

Requirements

• High school diploma 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 multitask, prioritize, and manage time effectively.

Physical Requirements / Work Environment

The work environment characteristics and physical demands described here are representative of those 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.