Pet Customer Experience Supervisor

Job Location: Fully virtual

Role Value Proposition:

The Pet Customer Experience Supervisor oversees daily responsibilities of department personnel and processes. The customer experience supervisor will be responsible for the overall customer experience and customer retention efforts of the operations team. He or she coordinates job assignments within the customer experience department and is responsible for achieving quality and efficiency metrics. This person will motivate, coach, counsel, train, and problem solve to ensure individual and team goals are met as ensuring a positive customer service experience is provided to the customer at each interaction.

Key Responsibilities:

• Perform administrative tasks including, but not limited to, time clock management, schedule change requests, customer escalations, inter-department communication and policy change requests.
• Develop customer experience specialists by providing individual performance feedback and coaching on a regular basis while encouraging strong performance and developing action plans to drive success
• Responsible for knowledge of MetLife Pet Insurance products and processes and possesses the ability to convey this information to team members
• Implement performance improvement plans and disciplinary actions for those not meeting performance expectations, not complying with company policies and procedures or overall non-compliance
• Provide daily direction and communication to customer experience specialists around individual and team performance as well as organizational updates and changes to processes or products

Essential Business Experience and Technical Skills:

Required:

• Experience managing a team of inbound and/or outbound call center representatives
• Strong project management skills including problem solving, attention to detail, analytical thinking, and decisiveness.
• High School Diploma or equivalent
• Possesses a strong customer service mindset with attention to detail
• Excellent organizational, interpersonal, and communication skills, both written and verbal
• Proficiency with Microsoft Office Suite (Word, Excel and PowerPoint)
• Ability to operate in a fast-paced environment with deadlines

Business Category

Customer Experience - Pet Team

Number of Openings

1

At MetLife, we’re leading the global transformation of an industry we’ve long defined. United in purpose, diverse in perspective, we’re dedicated to making a difference in the lives of our customers.

MetLife:

MetLife, through its subsidiaries and affiliates, is one of the world’s leading financial services companies, providing insurance, annuities, employee benefits and asset management to help its individual and institutional customers navigate their changing world. Founded in 1868, MetLife has operations in more than 40 countries and holds leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East.

We are one of the largest institutional investors in the U.S. with $642.4 billion of total assets under management as of March 31, 2021. We are ranked #46 on the Fortune 500 list for 2021. In 2020, we were named to the Dow Jones Sustainability Index (DJSI) for the fifth year in a row. DJSI is a global index to track the leading sustainability-driven companies. We are proud to have been named to Fortune magazine’s 2021 list of the “World’s Most Admired Companies.”

MetLife is committed to building a purpose-driven and inclusive culture that energizes our people. Our employees work every day to help build a more confident future for people around the world.

The wage range for applicants for this position is $55,000 - $65,000. 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.

We want to make it simple for all interested and qualified candidates to apply for employment opportunities with MetLife. For further information about how to request a reasonable accommodation, please click on the Disability Accommodations link below.

MetLife is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at MetLife without regards to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

MetLife maintains a drug-free workplace.