Customer Experience Supervisor

　　General Information

　　Country

　　United States

　　Working Schedule

　　Full-Time

　　Work Arrangement

　　Virtual

　　Commutable Distance Required

　　No

　　Relocation Assistance Available

　　No

　　Posted Date

　　17-Jan-2024

　　Job ID

　　1318

　　Description and Requirements

　　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:

　　· 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

　　· 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

　　· Implement performance improvement plans and disciplinary actions for those not meeting performance expectations, not complying with company policies and procedures or overall non-compliance

　　· Responsible for knowledge of MetLife Pet Insurance products and processes and possesses the ability to convey this information to team members

　　· Perform administrative tasks including, but not limited to, time clock management, schedule change requests, customer escalations, inter-department communication and policy change requests.

　　Essential Business Experience and Technical Skills:

　　High School Diploma or equivalent

　　Proficiency with Microsoft Office Suite (Word, Excel and PowerPoint)

　　Excellent organizational, interpersonal, and communication skills, both written and verbal

　　Strong project management skills including problem solving, attention to detail, analytical thinking, and decisiveness.

　　· Ability to operate in a fast-paced environment with deadlines

　　· Possesses a strong customer service mindset with attention to detail

　　· Experience managing a team of inbound and/or outbound call center representatives

　　Assignment Category

　　Full time

　　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.