MetLife

Customer Experience Specialist - Pet Team

Training:   Monday - Friday; 8 - 4:30pm EST; for the first 6 weeks

Shift Details:   12:30 - 9pm EST; 5 days a week, MUST include Saturday AND Sunday (10-7pm EST on weekends)

2 consecutive days off during the week to compensate for weekend work. Specific days off will be decided during training. 

Candidates that are within 50 miles and commutable to a MetLife office will be required in-office 1x per month.

Role Value Proposition:

The Customer Experience Specialist will work directly with pet parents to provide solutions to their pet insurance needs and act as a liaison for internal departments such as claims, billing and sales. He or she will work to improve customer retention by problem solving, educating, and providing a WOW! experience for their customer.

Key Responsibilities:

• Manage inbound email, chat and phone inquiries from our customers, for the purpose of providing quality customer service.
• Handle all interactions promptly and effectively, focusing on one-call resolution and engagement.
• Build strong knowledge of services offered by continuously learning in order to assist in policy and claims details.
• Act as a liaison for internal departments such as claims, billing and sales by answering questions and escalating any possible issues up to be resolved.
• Focus on customer retention by overcoming objections to cancel policies, sharing the why behind resolution and providing the with a WOW! experience.
• Complete various projects per management request.
• Will perform all other duties as assigned.

Essential Business Experience and Technical Skills:

• Strong computer background using MS Word, Excel, Outlook and Internet.
• Demonstrated passion for excellence with respect to treating and caring for customers.
• Ability to operate in a fast-pace, multi-tasking environment with deadlines.
• Strong written, verbal, interpersonal, and phone communication skills.
• Excellent tracking, follow-up, negotiating, and relationship building skills.
• Demonstrated ability to consistently overcome objections.
• Articulate, professional, and possesses a strong quality mindset with attention to detail.
• Ability to learn quickly (to include our proprietary CRM system for managing customers).
• Proven history of adherence to corporate policies, procedures, and guidelines.
• Flexible schedule requirements, with the ability to work evenings, holidays, and weekends.
• Proven attendance reliability. 

Required:

• High School Diploma or Equivalent
• 2+ years of customer service experience
• Strong computer skills and ability to navigate multiple systems

Preferred:

• Insurance industry experience
• Contact Center experience