Customer Experience Specialist - Pet Team id-11699
Full Job Description
Country
United States
Working Schedule
Full-Time
Work Arrangement
Virtual
Commutable Distance Required
No
Relocation Assistance Available
No
Posted Date
08-Apr-2025
Job ID
7481
Description and Requirements
Location - Virtual
Start date: May 27, 2025
Training: Monday - Friday; 8:00 - 4:30pm EST; for the first 6 weeks
Shift after training concludes: 12:30 - 9pm EST; 5 days a week, must include Saturday & Sunday (weekend shifts 10 - 7pm EDT).
2 consecutive days off during the week to compensation for weekend work. Specific days off will be decided during training.
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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 $20/hr.
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!
Recognized on Fortune magazine's list of the 2024 "World's Most Admired Companies", Fortune World’s 25 Best Workplaces™ for 2024, as well as the 2025 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!
MetLife maintains a drug-free workplace.MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law (“protected characteristics”).
