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. Ensures that the team has the knowledge, skills, and tools to be successful and provides support as appropriate. Takes on projects and works closely with all other departments within Pet. ______________________________________________________________________________ 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 team along with updates to new processes and procedures · Perform administrative tasks including, but not limited to, customer escalations, inter-department communication and policy change requests · Project lead, working closely with other departments to find solutions to issues that arise. Work to develop and enhance processes and procedures. ______________________________________________________________________________ Knowledge/Skills/Competencies Required: · High school diploma or equivalency · 2+ years relevant experience in 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.