Customer Care Emergency Access Consultant
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Job Location:
Duncan, SC - USA
Monthly Salary:
Not Disclosed
Posted on:
20-09-2025
Vacancies:
1 Vacancy
Job Summary
Job Summary:
The Customer Care Critical Assistant Consultant insures internal and external customers receive excellent service by assisting with urgent legal or identity theft needs during and after hours by resolving concerns and processing requests via telephone chat and/or email as well as ensuring customers are connected to our law firms and identity theft experts when appropriate.Responsibilities:
Scope of the Role
Under close supervision the incumbent in this position will perform a variety of customer service duties to assist members and coworkers in solving a variety of problems which could have a significant impact on their personal or professional life. The ability to 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 PPLSIs policies.
The incumbent must be able to adapt to a changing environment display good judgement 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 PPLSIs products services and work with all lines of business in support of resolutions in servicing our customers.
Performance Outcomes
Service Expectations
Answer critical calls with a sense of urgency and assist or transfer to the appropriate line for further assistance.
Respond to calls emails and/or chats from members coworkers or other internal/external customers
Be an advocate for our customers and be an empathetic problem-solver in all customer interactions.
Answering the phone email and/or chat in a timely welcoming and professional manner
First Call Resolution
Obtain all information and update the membership timely and accurately
Accurately educate members on their benefits and answer member inquiries within the company guidelines
Provide all information necessary to address members immediate needs
Performance Expectations
Maintain minimum KPI targets which include:
Quality
Average Talk Time
Average After Call Work
Average Non-Productive Time
Other KPIs within Customer Care
Maintaining excellent punctuality and attendance
Education Knowledge and Experience
Highschool diploma or equivalent required
0-1 years of customer service experience preferred
Prior contact center experience preferred
Strong computer knowledge
Types a minimum of 35 WPM
Innate understanding of customer service with a strong sense for delivering superior service to customers
Ability to work in a fast-paced environment to manage high pressure situations and to be flexible and adaptable when a situation requires it
Demonstrates strong written and verbal communication
Strong phone etiquette and active listening skills
Ability to multi-task prioritize and manage time effectively
Positive professional attitude and team player
FLSA (Fair Labor Standards Act) Status
Non-Exempt Overtime may be
Physical and Mental Requirements/Work Environment
The work environment characteristics and physical demands described here are representative of these 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.
Prolonged periods sitting or standing at a desk and working on a computer
Must be able to regularly lift carry and otherwise move up to 15 pounds at times and occasionally up to 30 pounds
The ability to frequently physically move between departments/floors
While 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.
Travel is not for this position.
Job Location: Duncan Oklahoma
Additional Information:
Location:
AdaDepartment:
9343 Customer CareTime Type:
Full timeCommitment to Equal Opportunity
PPLSI conforms to all the laws statutes and regulations concerning equal employment opportunities. We strongly encourage women minorities individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to age race color religion sex sexual orientation gender identity national origin status as a protected veteran and basis of disability or any other federal state or local protected class. We prohibit retaliation against individuals who bring forth any concerns orally or in writing to the employer or the government or against any individuals who assist or participate in the investigation of any concerns or otherwise oppose discrimination.
If you require a reasonable accommodation to complete the application process please contact Human Resources at:.
Required Experience:
Contract
Key Skills
- Bidding
- Business Solutions
- ABAP
- Business Operations
- Business Sales
- Corporate Marketing
