Customer Care Representative

PLS^®: People. Location. Service 

PLS—which stands for People – Location - Service—is a leading retail provider of alternative financial services.  The PLS Group, headquartered in Chicago, is comprised of over 200 financial service centers in 12 states.  Through our check cashing and our PLS Auto store, we provide consumers with convenient financial products and services to help them manage their day-to-day financial needs. Although many of our customers have banking relationships, we believe that our customers use our financial services because they are more convenient, transparent and frequently more affordable than available traditional alternatives. PLS was founded in 1997 by Bob and Dan Wolfberg, who serve as Co-Presidents.

Position Overview:

Candidates must be able to work a 9-hour shift, with one-hour lunch break. Weekends and Holidays are required. Candidates with prior retail customer service experience are welcomed! Competitive compensation and strong internal growth opportunities are available.

The Customer Care Representative is responsible for servicing internal and external customers by providing information about financial products and services and customer concerns.  The Customer Care Representative is a trusted source responsible for all customer service interactions focused on the total customer experience.  The Customer Care Representative is instrumental in enhancing the customer experience by providing high-quality service at every interaction and ensuring customer concerns are being handled appropriately while working in a dynamic, fast-paced environment. 

Job Responsibilities:

• Address escalated customer inquiries in a timely manner.
• Determine the cause of customer’s concerns; explain the best solution for the customer’s concern; expedite correction or adjustment and follow-up to ensure resolution.
• Maintain accurate and updated records of customer interactions and transactions; record details of inquiries and actions taken.
• Educate customers by answering product and service questions and suggesting information about other products and services.
• Handle all interactions in accordance with PLS policies, procedures, federal guidelines and applicable laws.
• Maintain a comprehensive knowledge of PLS products and services.
• Maintain a polite and professional telephone manner.
• Meet Quality Assurance requirements and other key performance metrics.
• Other duties as assigned by management.

Job Requirements:

• Previous Contact Center experience is a plus
• Minimum of one or more years of customer service experience
• High school diploma or equivalent
• The ability to communicate clearly and effectively in Spanish is a plus
• Customer service-oriented with the ability to handle difficult situations.
• Excellent customer service and organizational skills
• Experience working in a fast-paced environment with demonstrated ability to manage multiple competing tasks, and ability to complete all work accurately and in a timely manner
• Strong skills to analyze, prioritize, and/or establish a resolution for customer inquiries
• Computer literacy in Microsoft Windows operating system and Microsoft Office 
• Ability to work flexible hours, including evenings and holidays as required to support business initiatives
• Ability to complete efficient data entry
• Ability to establish and maintain effective working relationships with peers, customers, and management
• Ability to readily accept and adapt to changes in work environment, priorities and regulations
• Ability to work both independently and as a team member
• Excellent written and oral communication skills

Physical Requirements:

• Must be able to sit and/or stand for long periods of time.
• Ability to lift 15 lbs.

Benefits:

Benefits for eligible employees include medical/dental/vision, 401k, vacation, opportunities for advancement, on-going training available.

We strive to demonstrate our Core Values in all positions at PLS:

Communication ● Customer Focus ● Integrity and Trust ● Teamwork ● Results

PLS Financial Services is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law. PLS Financial Services is a drug-free workplace. PLS provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify your Recruiter or a member of our Human Resources team talent@PLS247.com to make arrangements. The decision on granting reasonable accommodation will be made on a case-by-case basis.

For jobs located in the City of Los Angeles, consistent with the requirements of the Fair Chance Initiative for Hiring Ordinance, qualified applicants with criminal histories will be considered for employment. #ZR