Customer Care Group & National Consultant

Scope of the RoleUnder close supervision, an incumbent in this position will perform a variety of customer service duties to assist members in solving a variety of problems which could have a significant impact on their personal or professional life. The ability to empathize and 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.Accurately educate members on their benefits and answer member inquiries within the company guidelinesOther KPIs within Customer Care Education, Knowledge, and Experience 1 or more years of customer service experience preferredPrior contact center experience preferred Strong computer knowledge Has the ability to handle and retain large amounts of information as it relates to the customer, the customer’s benefits, and limitationsAbility to work in a fast-paced environment, to manage high pressure situations, and to be flexible and adaptable when a situation requires it Strong phone etiquette and active listening skills Ability to multi-task, prioritize and manage time effectively Positive professional attitude and team player Physical and Mental Requirements / Work Environment The ability to frequently, physically move between departments / floorsWhile 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. 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.

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