Customer Service Rep

Customer Service Representative MetLife

Location: Warwick, RI Pay Rate: $20.00/hour W2 Work Arrangement: Virtual role with in-person training Target Start: Based on completion of onboarding

Training

• Training Dates: November 9 December 18
• Schedule: MondayFriday, 8:30 AM5:00 PM EST
• Training will be conducted in the office.
• Candidates must be available for the full duration of training.
• No time off is permitted during the training period.
• Candidates must live within a commutable distance of the Warwick, RI location.

Post-Training Schedule

• MondayFriday
• Must be available to work shifts between 8:00 AM and 11:00 PM EST
• Evening shifts may be required and can extend until 11:00 PM.
• Employees will receive a consistent schedule after training, but shift times may vary based on business needs.
• Additional hours may occasionally be requested.
• Periodic in-person attendance at the Warwick office may be required. Must reside within a 50-mile/commutable distance of Warwick, RI.
• Must be available for full-time in-office training from November 9 through December 18.
• Must be available MondayFriday between 8:00 AM and 11:00 PM EST after training.
• Must have reliable internet and a suitable home-office environment for the virtual role.
• Must be willing to report to the Warwick office periodically as required.

Position Overview

• MetLife is seeking Customer Service Representatives to support customers with questions and requests related to their insurance policies. The Customer Service Representative will provide professional, knowledgeable, and engaging support while researching customer inquiries, explaining policy information, and helping resolve issues.
• This is primarily a work-from-home position with periodic visits to the Warwick, RI office as needed for meetings, training, team events, or business continuity.

Key Responsibilities

• Handle inbound customer calls and provide professional customer service.
• Respond to questions regarding MetLife policies and procedures.
• Research customer requests and provide accurate information.
• Explain policy options and assist customers with appropriate next steps.
• Assist customers with site access and other account-related requests.
• Refer policy modifications and complex issues to the appropriate internal teams.
• Maintain accurate customer records and documentation.
• Navigate multiple electronic systems to research and resolve customer inquiries.
• Build and maintain positive relationships with customers.
• Demonstrate active listening and strong problem-solving skills.
• Work effectively in a fast-paced environment while maintaining a professional phone presence.
• Collaborate with internal teams to improve service and resolve customer concerns.
• Learn and maintain working knowledge of MetLife products, policies, and procedures.

Required Qualifications

• High school diploma or GED equivalent.
• 12 years of customer service experience; call center experience is preferred.
• Intermediate computer proficiency.
• Ability to multitask and operate multiple screens/systems while speaking with customers.
• Strong oral and written communication skills.
• Professional and engaging phone presence.
• Excellent active listening skills.
• Ability to learn new products, systems, and procedures quickly.
• Ability to work independently from a home office.
• Strong teamwork and problem-solving skills.
• Flexibility to work varying shifts based on business needs.

Preferred Qualifications

• Previous call center experience.
• Microsoft Office experience.
• Experience troubleshooting common browser issues, including Chrome, Edge, and Firefox.
• Experience clearing cookies/cache and taking screenshots.
• Experience navigating multiple electronic systems.
• Previous insurance or policy-related customer service experience.