Customer Service Representative

Company: PPLSI
Location: Duncan
Posted on: May 14, 2022

Job Description:

Job Description Job Summary: Summary: The primary responsibility of this position is to facilitate, coach, and provide leadership and resources for a team of approximately 15 team members. The Team Manager will assist in establishing contact center objectives, provide Team Members with opportunities to expand their knowledge of services, products & troubleshooting techniques, analyze data and focus on improving performance & processes in an effort to better support our Members & Associates. This position will maintain and improve contact center operations by monitoring & measuring performance; identifying and resolving problems; preparing and completing action plans. Responsibilities: Customer Care Team Manager Summary: The primary responsibility of this position is to facilitate, coach, and provide leadership and resources for a team of approximately 15 team members. The Team Manager will assist in establishing contact center objectives, provide Team Members with opportunities to expand their knowledge of services, products & troubleshooting techniques, analyze data and focus on improving performance & processes in an effort to better support our Members & Associates. This position will maintain and improve contact center operations by monitoring & measuring performance; identifying and resolving problems; preparing and completing action plans. Skills Required Hire, train, coach, and lead Team Members as they provide support for our customers Provide coaching & development on an ongoing basis Communicate company mission, vision & goals so every Team Member understands their role Answer Team Members--- questions while guiding them through difficult calls or issues by utilizing self-discovery questions. Diffuse angry customers, and/or handle concerns that cannot be fielded by Team Members Lead team meetings, asking questions to better understand the calls Team Members are receiving, educating and coach Team Members regarding processes and practices, and explain expectations Assist other leaders in identifying trends and establishing contact center goals Ensure Team Members are achieving KPI targets and administering corrective action, as needed Prepare reports and analyzing contact center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments. Taking on other tasks or projects to support employees, other managers, and call center operations Provide opportunities to Team Members, enabling them to develop new skills and increase their business knowledge by clarifying expectations, offering instruction and advice and providing support and feedback Consistently seek and disseminate information regarding the current responsibilities and procedures of the team and external conditions affecting their work Communicate relevant information about decisions, plans and activities, giving direction and enabling the team to effectively and knowledgeably carry out their responsibilities Monitor the progress and quality of the work and the effectiveness of the team Work side-by-side with the Quality and Training Manager to assist in identifying training/quality issues and report data monthly Manage proper call control techniques to promote profitability and control costs without adversely impacting customer satisfaction Facilitate the constructive resolution of conflict, encourage cooperation, diversity and teamwork to build a successful, cohesive unit within the LegalShield Organization Identify operational/systematic situations or potential issues and implement solutions to resolve issues in a timely manner Other duties as assigned, including but not limited to, account research and follow-up, special projects, etc . High School Diploma or equivalent Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills Knowledge of management principles and familiarity with company products, services, and policies Advanced conflict resolution skills Strong coaching and leadership skills, ability to motivate employees Decisiveness and attention to detail Proficiency with necessary technology, including computers, software applications, phone systems, etc. Company Description Why Choose PPLSI? PPLSI provides a very rich employee benefit program starting on day 1 with low cost options for Medical, Dental, Vision and other voluntary benefits such as Supplemental Life Insurance, Short-Term Disability, Critical Illness with Cancer and Accident. We also provide options to opt-in to an FSA and offer a 401k plan with employer matching. We are very proud to offer quarterly employee bonus programs providing an incentive for employees to reach individual performance goals and bring employees together working toward common goals of the business strategy. As one of the first companies in North America to provide legal expense plans to consumers, we are currently protecting and empowering more than 4.1 millions lives across the U.S and Canada. With over 700 employees dedicated to serving our customers, our promise remains the same: to provide outstanding legal services by quality law firms at an affordable price. LegalShield has been developing and growing a company whose goal is to provide affordable, accessible legal coverage to as many people as possible. Part of staying true to this goal is an incredible core team who believes this goal and pushes for it, keep the vision of Harland Stonecipher in mind while providing some expertise and inspiration of their own.

Keywords: PPLSI, Lawton , Customer Service Representative, Hospitality & Tourism , Duncan, Oklahoma