Customer Care Inside Sales Consultant

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

Our ideal Customer Care Inside Sales Consultant will be a high performer in customer facing roles that will require building relationships through a consultative process to meet the needs of the customer. This role will have an aptitude for retention to thrive in a quota-based and competitive environment. 

Performance Outcomes 

Service Expectations 

• Be an advocate for PPLSI and its products and educate member on value of PPLSI products 

• Earn Member trust and re-build the relationship through effective problem resolution, reselling the benefits and value of PPLSI’s products & services.  

• Use discovery methods to identify member needs 

• 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 safe 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 

• 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 diploma or equivalent  

• One or more years of experience in customer service in a sale environment preferred 

• Comfortable utilizing technology 

• Strong active listening skills and ability to overcome objections 

• Ability to multi-task, prioritize and manage time effectively 

• Technical aptitude, problem solving skills and ability to prioritize multiple items at once 

FLSA Status 

Non-Exempt  

Physical 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.  

• Regular and predictable attendance and punctuality is