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