Customer Experience Specialist

Job Description

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 customer with a WOW! experience.
• Complete various projects per management request.
• Will perform all other duties as assigned.

Essential Business Experience and Technical Skills:

Required:

• High School Diploma or Equivalent
• 2+ years of customer service experience

Preferred:

• Insurance industry experience
• Contact Center experience
  

At MetLife, we’re leading the global transformation of an industry we’ve long defined. United in purpose, diverse in perspective, we’re dedicated to making a difference in the lives of our customers.”

MetLife:

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 help its individual and institutional customers navigate their changing world. Founded in 1868, MetLife has operations in more than 40 countries and holds leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East.

We are one of the largest institutional investors in the U.S. with $600 billion of total assets under management as of December 31, 2019. We are ranked #44 on the Fortune 500 list for 2019. In 2019, we were named to the Dow Jones Sustainability Index (DJSI) for the fourth year in a row. DJSI is a global index to track the leading sustainability-driven companies.

MetLife is committed to building a purpose-driven and inclusive culture that energizes our people. Our employees work every day to help build a more confident future for people around the world.

We want to make it simple for all interested and qualified candidates to apply for employment opportunities with MetLife. For further information about how to request a reasonable accommodation, please click on the Disability Accommodations link below.

MetLife is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at MetLife without regards to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

MetLife maintains a drug-free workplace.

Requisition # 115486