Customer Experience Team Lead

Description and Requirements
This fully virtual position works Monday - Friday from 12:30 - 9pm EST.
Summary of Responsibilities:
Ensures that the team achieves or exceeds its business objectives in the area of Customer Experience. Resolves escalated customer issues regarding policy, claims, billing, etc. Sets clear expectations of performance according to the MetLife vision and holds the team accountable to those expectations. Ensures that the team has the knowledge, skills, and tools to be successful and provides support as appropriate.
______________________________________________________________________________
Principal Responsibilities:
• Provide daily direction and communication to call center associates to ensure the team is performing optimally
• Expeditiously and efficiently resolve customer escalated issues via phone, email and chat interactions
• Provide policy clarification to Customer Experience Specialists
• Coach Customer Experience Specialists' behaviors toward the company's goals and assist Supervisor with gathering information for performance reviews
• Monitor real-time representative activity and address unscheduled issues (wrap, breaks, unavailable time, calls in queue)
• Perform administrative tasks including, but not limited to, customer escalations, inter-department communication and policy change requests
• Assists Supervisor with analyzation and presentation of department metrics
______________________________________________________________________________
Knowledge/Skills/Competencies Required:
• High school diploma or equivalency
• 2+ years relevant experience in pet customer service
• Working knowledge of Microsoft Office (Outlook, Word, Excel, Internet)
The salary range for applicants for this position is 46,000 - 50,000.
Benefits We Offer
Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, volunteer time off, tuition assistance and much more!
About MetLife
Recognized on Fortune magazine's list of the 2024 "World's Most Admired Companies", Fortune World's 25 Best Workplaces™ for 2024, as well as the 2024 Fortune 100 Best Companies to Work For ®, 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 individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
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.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities.
46,000 - 50,000