Customer Care Inbound Retention Consultant

Underclose supervision, the incumbent of this position will be passionate about the customer experience, persuasive and highly motivated to retain and upgrade Members  and resolve Member issues. They will strength customer relationship through member education relative to benefits and plan usage to improve membership retention.  

Our ideal Inbound Retention Consultant has been a high performer in customer facing roles that require them to build relationships through a consultative process to meet the needs of the customer. We are looking for someone with an aptitude for retention who has thrived in a quota-based and competitive environment. 

Performance Outcomes 

Service Expectations 

• Be an advocate for PPLSI and its products. 

• Earn Member trust and re-build 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 

Performance Expectations 

 Meet minimum targets of Retention KPIs which would include; 

• Minimum number of saves  

• Minimum conversion rate 

• Meet and exceed quality targets 

• Meet and exceed attendance & adherence targets 

Education, Knowledge, and Experience 

• High school diplomarequired 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 multi-task, prioritize and manage time effectively 

FLSA Status 

Non-Exempt