L.E.A.D. Senior Resolution Specialist

The Senior Resolution Specialist ensures internal customers receive excellent service by providing guidance and coaching while answering questions via telephone, chat and/or email. Under close supervision, the incumbent plays a critical role as they work to preserve PPLSI’s reputation by handling and resolving level-two escalations from Team Members. 

The incumbent of this position must be able to adapt to a changing environment, have effective time management skills and ensure work is accurate, clear, and concise with strong attention to detail.  The L.E.A.D. Senior Resolution Specialist will be involved in making real changes for the company and have a positive impact on the customer experience. 

Performance Outcomes  

Service Expectations 

• Review and ensure proper procedures are used and provide coaching opportunities as needed 

• Identify and defuse a distressed caller, assist with escalated clerical duties, and tasks when appropriate which will require advanced analytical and problem-solving skills. 

• Use good judgement to solve complex problems and come to a resolution that is satisfactory to the customer and the business 

• Accurately educate internal and external customers while displaying the appropriate amount of empathy to their situation and advocating for their needs 

• Identify and report on current trends, and communicate with stakeholders at various levels throughout the organization, 

Process & Tools: 
 

• Follow escalation and complaint procedures to ensure all customer escalation details are captured, while providing that all customer escalations are tracked, while keeping all relevant parties informed of actions taken to resolve issues. 

• Utilize appropriate tools to ensure the customer receives relevant and accurate information at any time. 

• High level of understanding of the functions of each department to solve callers’ questions in a single call, chat, or email interaction 

• Partner with other team members of L.E.A.D. to help foster growth and improvement opportunities among resources, training, and communication-based projects 

Performance Expectations 

• Maintain excellent attendance and punctuality  

• Meet and exceed L.E.A.D. team projects and goals based on L.E.A.D. training, resource, communications, and departmental needs  

• Meet and exceed phone KPIs and database logging targets  

• Assist with Customer Care departmental SLA as needed by handling inbound calls, emails, and chat 

• Meet and exceed department Quality targets  

Education, Knowledge, and Experience 

• High school diploma or equivalent required 

• 3-5 years of experience with PPLSI with at least 1 year within Customer Care 

• Ability to handle emotionally difficult situations with professionalism and maturity 

• Problem-solver who is adaptable to a changing environment 

• Commitment to continuous improvement 

• Ability to prioritize providing resolutions and solutions that benefit internal and external customers while reflecting the PPLSI values 

• Ability to apply investigative and analytical skills to position duties. 

• Ability to participate in open discussions with a willingness to both provide and encourage feedback 

• Ability to identify business needs and process opportunities  

• Requires strong oral and written communication skills and proficient escalation management skills. 

• Passion for turning escalated or unhappy customers into company evangelists who recommend our products and services to friends and family 

• Proficient understanding of product offerings, service support in all lines of business, policies, and business rules 

• Proven knowledge of Microsoft Office applications, specifically Excel, required. 

• Forward thinking attitude with a constant drive to provide better and faster results 

FLSA Status 

• Non-exempt, Overtime may be required.  

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.  

• Regular and predictable attendance and punctuality is required 

• 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