Customer Experience Specialist - Pet Team at MetLife

Job description

The Team You Will Join Join the nation’s largest non-medical carrier of group insurance, where your work will impact over 55,000 customers and cover more than 50 million employees and family members. As part of MetLife’s Group Benefits team, you’ll deliver innovative benefits solutions - life, disability, dental, vision, and voluntary benefits - tailored to today’s employers and workforces. Collaborate with customers, brokers, and partners to expand our offerings and reimagine digital experiences. Join us and be part of an organization committed to supporting customers when they need us most. The Opportunity Start Date: 1/11/27 Training – 8 weeks - Full attendance required: First 6 weeks: Monday – Friday; 8:00 AM – 4:30 PM EST 2 additional weeks: Monday – Friday: 10 AM – 6:30 PM EST Shift Details: 12:30 PM – 9:00 PM EST; 5 days/week, including every Saturday and Sunday (10:00 AM – 7:00 PM EST weekends) Two consecutive weekdays off to compensate for weekend work (assigned during training) Candidates within 50 miles of a MetLife office are required to attend in-office once per month. The Customer Experience Specialist is responsible for delivering exceptional service and solutions to pet insurance customers, ensuring a seamless and positive experience across all touchpoints. Guided by our purpose— always with you, building a more confident future —this role plays a critical part in strengthening customer relationships, supporting retention, and enhancing satisfaction. This is an exciting opportunity to directly impact customer loyalty by resolving issues, educating customers, and creating memorable “WOW” experiences. 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. Required Qualifications High School Diploma or equivalent with 2+ years of experience in Hospitality or Customer Service Strong technical proficiency with the ability to navigate multiple systems efficiently while maintaining accuracy Excellent verbal and written communication skills across phone, chat, and email channels Proven ability to prioritize tasks, problem-solve, and deliver high-quality customer outcomes in a fast-paced environment Preferred Qualifications 2+ years of experience handling high-volume contact center metrics-driven environment Prior experience in the insurance industry, ideally with policy or claims-related knowledge Demonstrated ability to influence customer decisions and improve retention outcomes Strong customer-first mindset with a passion for delivering exceptional service experiences Contact Center experience The expected salary range for this position is $41,600 . This role may also be eligible for annual short-term incentive compensation and stock-based long-term incentives. All incentives and benefits are subject to the applicable plan terms. 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