This fully virtual position works Monday - Friday from 12:30 - 9pm EST. Summary of Responsibilities: Ensures that the team achieves or exceeds its business objectives in the area of Customer Experience. Resolves escalated customer issues regarding policy, claims, billing, etc. Sets clear expectations of performance according to the MetLife vision and holds the team accountable to those expectations. Ensures that the team has the knowledge, skills, and tools to be successful and provides support as appropriate. ______________________________________________________________________________ Principal Responsibilities: · Provide daily direction and communication to call center associates to ensure the team is performing optimally · Expeditiously and efficiently resolve customer escalated issues via phone, email and chat interactions · Provide policy clarification to Customer Experience Specialists · Coach Customer Experience Specialists’ behaviors toward the company’s goals and assist Supervisor with gathering information for performance reviews · Monitor real-time representative activity and address unscheduled issues (wrap, breaks, unavailable time, calls in queue) · Perform administrative tasks including, but not limited to, customer escalations, inter-department communication and policy change requests · Assists Supervisor with analyzation and presentation of department metrics ______________________________________________________________________________ Knowledge/Skills/Competencies Required: · High school diploma or equivalency · 2+ years relevant experience in pet customer service · Working knowledge of Microsoft Office (Outlook, Word, Excel, Internet) Equal Employment Opportunity/Disability/Veterans If you need an accommodation due to a disability, please email us at accommodations@metlife.com. 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.