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Customer Service Representative II

4 months ago

Remote, Oregon, United States MetLife Full time
Description and Requirements

Customer Experience Representative (Pet Team)

Virtual Class Start Date:
August 5, 2024

Training - Monday - Friday, 8:30-5pm EDT - first 6 weeks.

Shift following training - 12:30 - 9pm EDT; 5 days a week, must include Saturday & Sunday (weekend shifts 10 - 7pm EDT).
Consecutive days off during the week to compensate the weekend work. Specific days off will be decided upon during training.

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 The salary range for applicants for this position is 41,600.

Benefits We Offer
Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families.

We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability.

We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, volunteer time off, tuition assistance and much more

About MetLife

Recognized on Fortune magazine's list of the 2023 "World's Most Admired Companies" as well as the 2023 Fortune 100 Best Companies to Work For , MetLife , through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers.

With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.

Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future.

United by purpose and guided by empathy, we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us
Equal Employment Opportunity/Disability/Veterans

If you need an accommodation due to a disability, please email us at 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.
41,600