Job Description
Title: Customer Care Advocate
Location: United States; Warwick, RI. Virtual Role with In-Person Training. New Hires must live within a commutable distance of our Warwick location.
Key Responsibilities:
At all times enhance and strengthen relationships between the customer and MetLife. Customer Care Advocates are expected to perform these responsibilities in a consistent, professional manner while displaying superior interpersonal and service skills.
* Virtual roles predominately work from a home office with periodic visits to the assigned GCSO office as needed for team events, meetings, training, business continuity, etc.
* Servicing customers who possess a MetLife policy by responding to requests via telephone.
* Research and respond to requests and discuss options regarding various aspects of the policy and procedures.
* Assist with site access and refer requests for other policy modifications to appropriate areas
Essential Business Experience and Technical Skills:
Required:
* New hires should live in a commutable distance from the site the role is posted in.
* High school diploma or GED equivalent.
* Must have ability to work shifts between the hours of 8 AM and 11 PM ET, Monday through Friday. This includes evening shifts if needed (evening shifts can last until 11 PM ET).
* This role has mandatory paid training starting on January 6th lasting 7 weeks. Candidates must be available and present for all training days.
* Strong knowledge of troubleshooting for different browsers (Chrome, Edge, Firefox), clearing cookies and cache, screenshots etc.
* Experience accessing and navigating up to 10 electronic systems to provide complete response.
* Must possess a professional and engaging phone voice and demonstrate a true desire to help people.
Preferred:
* Previous Call Center experience preferred.
* Demonstrate ability to learn quickly and willingness to obtain functional knowledge and understanding of company products.
* Possess excellent oral & written communication skills along with a professional and engaging phone voice and superior telephone etiquette.
* Excellent active listening skills with ability to comprehend and articulate clearly to customers in a dynamic and fast-paced environment while promoting a world-class image of MetLife
* Demonstrate ability to work in a team environment to improve service to internal and external customers while also demonstrating an ability to work independently from home.
* Ability to generate innovative ideas for process improvements and problem-solving; Ability to work various shifts within hours of operation.
* Flexibility is a must, as your shift can change to meet business needs and additional hours may be asked per business need.
Business Category
Global Technology & Operations
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.
Equal Employment Opportunity/Disability/Veterans
If you need an accommodation due to a disability, please email us at
[email protected]. 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
Live in, Work at office, Home office, Monday to Friday, Shift work, Afternoon shift,