Member Services Representative (HYBRID)

Job Description

Job Description

Member Support Representative | Hybrid

MetLife Legal Plans | SkySource Solutions

• Henderson, NV
• $19.00/hour
• Expected Start Date: Monday, October 12, 2026
• Hybrid Opportunity After Successful Onsite Training & Ramp-Up
• Monday–Friday | 40 Hours/Week | No Weekends

About the Opportunity

SkySource Solutions is the exclusive hiring partner for MetLife Legal Plans , a leading provider of consumer legal services in the United States.

MetLife Legal Plans serves 5+ million members and 200+ Fortune 500 companies , providing individuals and families with affordable access to a nationwide network of 18,000+ attorneys . Services range from estate planning and real estate matters to other everyday legal needs.

Position Details

• Pay: $19.00/hour
• Contract Length: 6–12 months
• Conversion: Potential opportunity for permanent employment, but conversion is not guaranteed
• Schedule: Monday–Friday, 40 hours per week
• Work Environment: Onsite initially, with the opportunity to transition to hybrid based on performance

Training & Ramp-Up

Candidates must be able to work fully onsite during the training and evaluation period:

• First 3.5 weeks: Onsite training from 8:30 AM–5:00 PM
• Following 4 weeks: Fully onsite for continued training and performance evaluation
• After successful completion, employees may become eligible for the hybrid schedule

Post-Training Shift Options

Shifts are assigned based on seniority and business needs:

• 7:55 AM–4:25 PM
• 8:30 AM–5:00 PM
• 9:00 AM–5:30 PM
• 9:30 AM–6:00 PM
• 10:00 AM–6:30 PM
• 10:30 AM–7:00 PM
• 11:35 AM–8:05 PM

Hybrid Schedule

Once approved for hybrid work based on performance:

• 2 days onsite per week , typically Tuesday and Wednesday, although days may vary
• 3 days working from home

What You'll Be Doing

As a Member Support Representative , you will serve as an important point of contact for members seeking assistance with their legal plan benefits. Responsibilities include:

• Handle high-volume inbound calls, chats, and emails
• Assist members with legal plan usage, coverage, and eligibility
• Provide attorney referrals and help coordinate consultations
• Support members with digital estate planning tools and website navigation
• Process enrollments, cancellations, account changes, and updates
• Accurately document member interactions within CRM and ticketing systems
• Follow up on member inquiries within established 24–48-hour timeframes
• Work collaboratively with internal departments to research and resolve member concerns
• Communicate professionally and empathetically with members who may be dealing with stressful or sensitive situations

What We're Looking For

Successful candidates will ideally have:

• 2–5+ years of customer service experience
• Experience working in a high-volume call or customer support environment
• Strong emotional resilience and de-escalation skills
• Excellent verbal and written communication
• Strong critical-thinking and problem-solving abilities
• Sound judgment and adaptability
• Ability to remain calm and professional during challenging conversations
• Strong multitasking skills with the ability to navigate multiple systems simultaneously
• Excellent attention to detail and documentation skills

Technical Skills

• Experience with CRM/ticketing systems , with Zendesk preferred
• Familiarity with Cisco or similar contact center platforms
• Proficiency with Microsoft Teams and Outlook
• Strong general computer and Windows navigation skills

Education

• Bachelor's degree preferred
• Associate degree or some college combined with 5+ years of relevant experience may be accepted

Highly Preferred

• Bilingual Spanish/English
• Previous experience in: Call centers, Legal services, Healthcare, Hospitality, Customer/member support environments

Work-From-Home Requirements

• Dedicated, quiet workspace
• Reliable internet connection of at least 150 Mbps
• Ability to properly set up and maintain company-provided equipment, including laptop, monitor, headset, and keyboard
• Continued compliance with performance and technical requirements

Please note: Failure to meet performance or technical requirements may result in the loss of work-from-home privileges.

Pre-Employment Assessments

Candidates will be required to complete:

• Call Center Data Entry Assessment (Audio)
• Call Center Listening Skills Assessment (Audio)
• Basic Computer Literacy Assessment (Windows 10)

SkySource Solutions believes in attaining success. We know success is important to our clients, applicants, candidates, and our internal staff and want to be an integral part of that process.
The SkySource Difference: We are not just another staffing firm! We truly care about our candidates long-term success and how we get there together. So the BIG Question is... How do we get there?
Our team of Recruiters come with 5 plus years of industry experience and are not looking to just find you a job. We truly care about your short-term and long-term career goals and understand what's important in making that next career move. We want to understand what you are looking for from a cultural, compensation and benefits perspective.

Apply today and experience the SkySource difference!

Company Description

SkySource Solutions believes in attaining success. We know success is important to our clients, applicants, candidates, and our internal staff and want to be an integral part of that process.\r\nThe SkySource Difference: We are not just another staffing firm! We truly care about our candidates long-term success and how we get there together. So the BIG Question is... How do we get there?\r\nOur team of Recruiters come with 5 plus years of industry experience and are not looking to just find you a job. We truly care about your short-term and long-term career goals and understand what's important in making that next career move. We want to understand what you are looking for from a cultural, compensation and benefits perspective. \r\n\r\nApply today and experience the SkySource difference!