Client Service Center Representative

About the position

The Client Service Center Representative at MetLife Legal Plans is responsible for providing exceptional customer service to clients seeking legal assistance. This role involves handling inbound calls, addressing inquiries about legal plan offerings, and supporting members with website and digital capabilities. The position is hybrid, requiring in-office attendance two days a week and remote work three days a week, and reports directly to the Client Service Center Supervisors.

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.
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• Provide information regarding using the plan, presenting all options and plan coverage, eligibility, written document requests, and/or attorney referrals.
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• Support members with website support and self-service capabilities.
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• Process enrollment/cancellation requests.
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• Record eligibility inquiries when a client does not appear as an eligible plan member.
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• Record client inquiries for plan members with in-network attorney service issues.
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• Work in a ticketing system to make call notes and/or updates for all contacts.
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• Assist with on-the-job mentoring of new CSRs as needed.
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• Assist with servicing members through chat and email contact channels if assigned.
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• Perform other duties as required or assigned.

Requirements
• 2-5 years minimum of customer service experience.
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• Positive attitude with outstanding communication skills.
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• Ability to think critically, problem solve, communicate and manage task execution.
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• Ability to interact effectively with other associates at all levels of the organization.
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• Ability to interact effectively with all callers over the phone.
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• Ability to learn and effectively navigate relevant computer systems.
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• Be able to express empathy and troubleshoot problems in a positive manner.
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• 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.
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• Actively applies feedback and strives to improve performance to meet or exceed departmental and individual goals.
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• Knowledge of and proficiency in Microsoft Word, Excel and database management.
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• Strong written communication skills.
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• The ability to fluently read, write and speak Spanish.
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• Bachelor’s degree from an accredited university.

Benefits