Customer Care Advocate

Job Title: Customer Care Advocate Location: Remote after training Job type: Contract Role (W2) Training hours and location: Warwick, RI for training and Nesting. 8:30am - 5:00pm Monday - Friday EST All candidates are required to come into office for training and nesting which is included in these dates. No time off is expected during this time, no planned time off is permitted. Post-training hours and location: 8:00am - 6:00pm EST- may receive shift anywhere between those hours. Transition to more of a work from home model after training. Will need to come into office if there is a system issue - will need to come in with hours' notice in order to correct issue and continue working. Will also need to come into work once a month or as needed for team meetings. ***Strong home internet connection is required. At least 50 Mbps internet speed. Internet connectivity from home is required while we are in a virtual environment. Must have high speed internet (DSL, Cable, FIOS, etc.…) and can connect to their router/modem via a LAN cable (not wireless). Most wireless router/modems have the capability/port for a LAN cable. Required Skills and Experience: - Suggested 2+ years of experience in Customer Service. Prior Call Center experience is highly preferred. - Must live within one hour commute of Warwick, RI MetLife building. - Experience navigating multiple screens while delivering good customer experience. What You Need to Succeed (Required Qualifications) Logistics • Live within a commutable distance to a Office for business reasons (monthly events, training, meetings). • Training will be in-office for a designated duration. No time off can be taken during training and nesting period. Must adhere to strict start/end times. • After training, the job is performed primarily virtually with required monthly in office days based on business needs. • Required to work an assigned shift during hours of operation between 8:00am – 6:00pm ET, Monday through Friday; must be flexible regarding the ability to work overtime & shift worked, which may change based on business need and bidding process. • Able to work in a stationary position 75% of time. Skillsets & Proficiencies • Strong computer/keyboard skills as well as analytical and problem-solving skills • Quickly grasps information and efficiently solves verbal challenges with strategic thinking. • Communicates complex verbal and written concepts with ease. Customer Centric • A passion for serving customers and a personal commitment to following through in a dynamic, fast-paced environment. • Professionally demonstrate empathy to others. What Can Give You an Edge (Additional Skills) • Suggested 2+ years of experience in Customer Service. Prior Call Center experience is highly preferred. • High School diploma, GED, some college experience, trade, or professional certification. • A demonstrated ability to quickly learn and continuously develop functional knowledge and an understanding of company products as well as administrative, claims, underwriting and marketing functions. • A passion for serving customers and a personal commitment to following through in a dynamic, fast-paced environment. • Strong computer/keyboard skills as well as analytical and trouble shooting skills. • Superb listening skills and professional oral & written communication skills with an ability to inspire trust and accountability though an empathetic communication style which promotes a quality image of client. How You’ll Help Us Build a Confident Future (Key Responsibilities) • Communicate with customers via telephone using strong communication skills. Active listening, and empathy. • Drive solutions that best meet the customer’s needs. • Analyze and resolve complex customer issues such as requests regarding various product aspects, policy provisions, claim status, basic procedures, etc. • Ensure each customer experience is exceptional by leveraging effective listening skills, attention to detail, strong intellectual curiosity, and an honest desire to make a difference. • Efficiently process transactions and refer requests for other policy modifications to appropriate areas. Track responses to ensure completion. • Support special product and/or service campaigns as needed, or as requested by the customer. • 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.