Customer Care Advocate

Customer Care Advocate

Software Guidance & Assistance, Inc., (SGA), is searching for Customer Care Advocates for a contract assignment with one of our premier insurance services clients. This position is remote in California. As a leader in insurance, MetLife never underestimates the significance of the impact made by associates. We are actively hiring Customer Care Advocates for our Dental Global Customer Solutions (GCS) team! As a Customer Care Advocate, you will receive in-bound customer service inquiries via the telephone and/or email and resolve problems by putting customers at the heart of all you do. The successful candidate will leverage effective listening skills, mindfulness, strong intellectual curiosity, and an honest desire to be effective and ensure each customer's experience is exceptional. With an understanding of the customers' needs and wants, and a focus on delivering solutions that meet those needs, you will deliver a service experience that exceeds expectations and makes it easy for customers to do business with us.

Responsibilities:

• Virtual roles work from a home office
• Respond to dental customer requests via telephone or email, providing excellent service to MetLife's customers who have insurance products or benefit plans.
• Research requests regarding various product aspects, policy provisions, claim status, basic procedures, etc.
• Efficiently process transactions and refer requests for other policy modifications to appropriate areas. Track responses to ensure completion.
• Enhance and strengthen the relationship between the customer and MetLife using effective communication skills, keen listening skills and empathy.
• Efficiently access and navigate multiple electronic systems to provide a complete and integrated response to the customer's inquiry.
• Perform these responsibilities in a consistent, professional manner while exercising strong verbal, interpersonal and high-quality service skills.

Required Skills:

• New hires must reside in the state of California
• High School Diploma or GED equivalent.
• 1 year of experience in customer service (includes call center, retail, and restaurants).
• Ability to navigate across multiple computers monitors and programs (including Salesforce, Word, Excel, and Outlook) at one time while conversing with a customer.

Preferred Skills:

• Prior Call Center or Customer Service Representative experience is preferred.
• Strong computer/keyboard skills (ability to type efficiently).
• Experience in handling dental or other types of insurance products.
• Prior experience in a dental office.
• Superb listening skills and professional oral communication skills to inspire trust and accountability though in an empathetic style which promotes a quality image of MetLife.
• Previous experience with Salesforce is a plus.

SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. SGA is an Equal Opportunity Employer and does not discriminate on the basis of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities.