Member Services Rep

Who We Are: SkySource Solutions is hiring for MetLife Legal Plans Member Services Representative roles MetLife Legal Plans is the leading consumer legal service in the United States. Whether you are making a will after starting a family, negotiating the contract on your dream home, or just want the peace of mind of having our network of 18,000+ attorneys on your side, we make it easy and affordable to get quality legal help. We are trusted by nearly 5 million families and more than 200 Fortune 500 companies who provide our service as an employee benefit. It's an exciting time to join our team. We are growing quickly and have a bold vision for our future as we evolve our company to dream bigger, move faster, and use creativity and technology to build products people love. MLP's Success Principles

• We change and innovate for sustained performance
• We collaborate and empower each other to succeed
• We deliver for our customers

This position will be a hybrid position, with roughly two days in the Henderson, Nevada office and three days remote. A day in the life of a Member Support Representative at MetLife Legal Plans: Member Service Representative - Hybrid | Henderson, NV Company: SkySource Solutions + MetLife Legal Plans Location: Henderson, NV Pay: $19/hr to start - $20/hr upon hire Start Date: October 6, 2025 Schedule: Full-Time | Monday-Friday | 40 hrs/week Work Model: Hybrid - 3 Days WFH, 2 Days Onsite (Monday & Wednesday) Contract: Guaranteed 4-month contract with strong potential for extension and hire Training & Schedule Training: 3.5 weeks, Monday-Friday, 8:30 AM-5:00 PM Post-training: Hybrid schedule (3 days remote / 2 days in-office). Shifts after training: Candidates must be open to all shift options, which are randomly assigned and run Monday-Friday (no weekends):

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

Be the Voice of Support. Be the Difference. SkySource Solutions is proud to partner with MetLife Legal Plans , a trusted name in employee benefits, to bring on a Member Service Representative who's ready to make an impact. You'll be the first point of contact for members-handling calls, chats, and emails with empathy, precision, and professionalism. The Member Support Representative is responsible for delivering on our mission of creating the world's best legal service for working families. You will handle inbound contacts from customers in order to provide and process information in response to inquiries, concerns, and requests about products & services included in the legal plan offering. You will provide support for the member website and digital capabilities. Member Support Representative will collaborate with various departments within MLP to deliver on strategic and departmental service level goals. Responsibilities:

• Answer on average 50-60 inbound phone calls, email, and live chats per day from current and potential members. Contacts can pertain to providing information regarding using the plan, presenting all options and plan coverage, eligibility, written document requests and/or attorney referrals and completing digital estate planning documents
• Provide members with website support and self-service capabilities guidance
• Process enrollment/cancellation requests when applicable
• Record eligibility inquiries when a customer does not appear as an eligible plan member
• Record client inquiries for plan members with in-network attorney service issues
• Work in a ticketing system to make contact notes and/or updates for all contacts
• Resolve eligibility inquiries and follow up with customer within 24-48 hours of initial intake
• Contact Network Attorney to schedule initial consultation for members requesting this service
• Conduct outbound calls to follow up on inquiry or intake resolution as needed
• Assist with on-the-job mentoring of new Member Support Representatives as needed
• Assist with servicing members through chat and email contact channels if assigned
• Assist with digital notary witnessing as needed
• Other duties as required or assigned

Ideal Qualifications:

• 2-5 years minimum of customer service experience
• Inbound call center experience preferred
• Positive attitude, patient, and flexible mindset
• Ability to think critically, problem solve, and manage task execution
• Ability to interact effectively with other associates at all levels of the organization
• Ability to interact effectively with all callers over the phone, chat, and email
• Ability to learn and effectively navigate relevant computer systems
• Be able to express empathy and trouble-shoot problems in a positive manner
• Strong written and verbal communication skills and time management skills

What Will Make You Special:

• Previous experience working in a CRM, such as Zendesk or with cloud-based phone system technology
• Actively applies feedback and strives to improve performance to meet or exceed departmental and individual goals
• Knowledge of and proficiency in Microsoft Word, Excel, and database management
• The ability to fluently read, write and speak Spanish
• Bachelor's degree from an accredited university

Position Type and Expected Hours of Work This is a full-time position. Days of work are Monday through Friday, hours range from 8:00 a.m. to 8:00 p.m. PST. Travel: This position requires no travel. SkySource Solutions