Client Service Center Representative

Metlife Legal Plans • Cleveland, OH

7h • Onsite

About The Position

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.

Requirements

• 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

Nice To Haves

• 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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 101-250 employees