Client Service Center Representative (This is a conversion only)

Client Service Center Representative

The Client Service Center Representative is responsible for delivering on our mission of creating the world's best legal service for working families. You will handle inbound calls 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. Client Service Representatives will support the CSC department to deliver on strategic and departmental service level goals.

Responsibilities

• Answer on average 55-60 inbound phone calls per day lasting on average 5-6 minutes from current members, potential members and plan attorneys. Calls can pertain to providing information regarding using the plan, presenting all options and plan coverage, eligibility, written document requests and/or attorney referrals
• Support members with website support and self-service capabilities
• Process enrollment/cancellation requests
• Record eligibility inquiries when a client 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 call notes and/or updates for all contacts
• Assist with on-the-job mentoring of new CSRs as needed
• Assist with servicing members through chat and email contact channels if assigned
• Other duties as required or assigned

Ideal Qualifications

• 2-5 years minimum of customer service experience
• Positive attitude with outstanding communication skills
• Ability to think critically, problem solve, communicate 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
• Ability to learn and effectively navigate relevant computer systems
• Be able to express empathy and trouble-shoot problems in a positive manner
• Strong communication, client service, 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
• Strong written communication skills
• 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. ET.

Travel: This position requires no travel.

Benefits snapshot.

• Two Healthcare Insurance options (Traditional PPO or HSA with employer contribution)
• Dental and Vision Insurance
• 401(k) plan with company contribution and free access to financial advisors
• Generous Paid Time Off (PTO) program with 23-39 days annually based on years of service, plus prorated PTO for new hires*
• Free Aura Identity Theft & Fraud Protection
• Free access to the MetLife Legal Plans benefit
• Company-paid Short- and Long-Term Disability
• Corporate discounts
• Market-competitive salaries with annual bonus eligibility
• Nine company-paid holidays
• Paid parental leave
• Parking or RTA subsidy for Cleveland employees
• Pet Insurance
• Tuition Reimbursement Program
• Voluntary Accident and Critical Illness Insurance
• Volunteer Day
• Robust Employee Assistance Program (EAP)
• Financial wellness tools, education, and coaching

*PTO is prorated during an employee's first year of employment based on their hire date. Employees hired in the first quarter of the year receive 18 days of PTO, those hired in the second quarter receive 16 days, employees hired in the third quarter receive 9 days, and those hired in the fourth quarter receive 7 days. PTO is awarded at the time of hire and then moves to the standard annual accrual schedule beginning January 1 of the following year

MetLife Legal Plans is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law ("protected characteristics").

If you need an accommodation due to a disability, please email us at View email address on click.appcast.io. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.