Customer Support Representative

Role: Customer Support Representative

Contract: 3+ Months

Location: MetLife 201 MetLife Way, Cary, NC 27513 (Remote after 8 Weeks onsite training)

Schedule: The ability and desire to work during the hours of operation 8:00AM –11:00 PM EST, Monday through Friday. Attend In-person training for 8 weeks between the hours of 08:30 AM- 5:00 PM EST. Applicants must be flexible regarding shifts worked with an understanding that shifts are based on business need. Attend Monthly in office engagement day.

You will join our MetLife team supporting dental insurance customers with best-in-class service as a Customer Care Advocate

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. A 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.

You’ll assist members and Dental Providers with inquiries related to dental coverage, claims, and benefits, while maintaining professionalism and empathy. Flexibility to work later shifts may be required to meet business needs, with support to help you maintain a healthy work-life balance.

Key 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.

Essential Business Experience and Technical Skills Required:

• High School Diploma or GED equivalent.

• 1 year of experience in a Remote Call Center Customer Service role.

• Reliable High speed wired Ethernet Internet (100 MBPS download, 20 Mbps upload) Wifi Not compatible.

• Ability to navigate across multiple computers monitors and programs (including Salesforce, Word, Excel, and Outlook) at one time while conversing with a customer.

• Preferred:

• 2 + years 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.