Job Description

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 Equal Employment Opportunity/Disability/Veterans If you need an accommodation due to a disability, please email us at accommodations@metlife.com. This information will be held in confidence and used only to determine an appropriate accommodation for the application process. MetLife maintains a drug-free workplace.

Job Tags

Flexible hours, Shift work, Weekend work, Sunday, Saturday, Afternoon shift, 2 days per week, Monday to Friday,

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