MetLife

Role Value Proposition:

The Pet Customer Experience Supervisor oversees daily responsibilities of department personnel and processes. The customer experience supervisor will be responsible for the overall customer experience and customer retention efforts of the operations team. He or she coordinates job assignments within the customer experience department and is responsible for achieving quality and efficiency metrics. This person will motivate, coach, counsel, train, and problem solve to ensure individual and team goals are met as ensuring a positive customer service experience is provided to the customer at each interaction.  

Key Responsibilities:

• Provide daily direction and communication to customer experience specialists around individual and team performance as well as organizational updates and changes to processes or products 
• Develop customer experience specialists by providing individual performance feedback and coaching on a regular basis while encouraging strong performance and developing action plans to drive success 
• Implement performance improvement plans and disciplinary actions for those not meeting performance expectations, not complying with company policies and procedures or overall non-compliance
• Responsible for knowledge of MetLife Pet Insurance products and processes and possesses the ability to convey this information to team members
• Perform administrative tasks including, but not limited to, time clock management, schedule change requests, customer escalations, inter-department communication and policy change requests. 

Essential Business Experience and Technical Skills:

• High School Diploma or equivalent
• Proficiency with Microsoft Office Suite (Word, Excel and PowerPoint)
• Excellent organizational, interpersonal, and communication skills, both written and verbal
• Strong project management skills including problem solving, attention to detail, analytical thinking, and decisiveness. 
• Ability to operate in a fast-paced environment with deadlines 
• Possesses a strong customer service mindset with attention to detail
• Experience managing a team of inbound and/or outbound call center representatives (2+ years preferred)