LegalShield - Ada, OK
posted 5 days ago
About the position
An Inbound Retention Team Member will play a fundamental role in achieving our customer revenue growth objectives through resolving Member issues and rebuilding confidence & value in PPLSI. Under close 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 strengthen customer relationships 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.
Responsibilities
- Be 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 & 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.
- Meet minimum targets of Retention KPIs which would include minimum number of saves, minimum conversion rate, meet and exceed quality targets, and meet and exceed attendance & adherence targets.
Requirements
- High school diploma required 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
