Description and Requirements
Title: Customer Care Advocate
Location: United States; Warwick, RI - Virtual (New Hires must live within a commutable distance of our Warwick Location).
Role Value Proposition:
Our Customer Care Advocates for Web Tech Provide service and information to customers accessing their MetLife policies via the MetLife websites.
This is work for our Web Tech line of business. Hours of operation are 8am-11pm Mon - Fri. Position is currently full time at 40 hours per week. Flexibility in scheduling is a requirement. These associates will interface with the customer.
To enhance your success and engagement from day one and throughout your career, we provide various benefits including, but most definitely, not limited to:

• Dental, medical & life insurance.
• Retirement plans including 401(k).
• Paid time off.
• Paid overtime.
• Programs designed to strengthen and reward your performance.

Key Responsibilities:
At all times enhance and strengthen relationships between the customer and MetLife. Customer Care Advocates are expected to perform these responsibilities in a consistent, professional manner while displaying superior interpersonal and service skills.

• Virtual roles predominately work from a home office with periodic visits to the assigned GCSO office as needed for team events, meetings, training, business continuity, etc.
• Servicing customers who possess a MetLife policy by responding to requests via telephone.
• Research and respond to requests and discuss options regarding various aspects of the policy and procedures.
• Assist with site access and refer requests for other policy modifications to appropriate areas.

Essential Business Experience and Technical Skills:
Required:

• New hires should live in a commutable distance from the site the role is posted in.
• High school diploma or GED equivalent.
• Must have ability to work evening shifts if needed (evening shifts can last until 11 PM ET).
• Must have a strong knowledge of basic troubleshooting different browsers (Chrome, Edge, Firefox), clearing cookies and cache, screenshots etc.
• Simultaneously access and navigate up to 10 electronic systems to provide complete response.
• Must possess a professional and engaging phone voice and demonstrate a true desire to help people.

Preferred:

• Previous Call Center and/or Tech Support experience preferred.
• Demonstrate ability to learn quickly and willingness to obtain functional knowledge and understanding of company products.
• Possess excellent oral & written communication skills along with a professional and engaging phone voice and superior telephone etiquette.
• Excellent active listening skills with ability to comprehend and articulate clearly to customers in a dynamic and fast-paced environment while promoting a world-class image of MetLife.
• Demonstrate ability to work in a team environment to improve service to internal and external customers while also demonstrating an ability to work independently from home.
• Ability to generate innovative ideas for process improvements and problem-solving; Ability to work various shifts within hours of operation.
• Flexibility is a must, as your shift can change to meet business needs and additional hours may be asked per business need.

Business Category
Global Technology & Operations
Number of Openings
3
A t MetLife, we are leading the global transformation of an industry we've long defined. United in purpose, diverse in perspective, we are dedicated to making a difference in the lives of our customers.
The wage for applicants for this position is $41,600.00. This role is also eligible for annual short-term incentive compensation. MetLife offers a comprehensive benefits program, including healthcare benefits, life insurance, retirement benefits, parental leave, legal plan services and paid time off. All incentives and benefits are subject to the applicable plan terms.
Equal Employment Opportunity/Disability/Veterans
If you need an accommodation due to a disability, please email us at [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
MetLife maintains a drug-free workplace.