Customer Experience Specialist - Pet Team

About the role

Join MetLife’s Group Benefits team as a Customer Experience Specialist for the Pet Team. You will be the primary point of contact for pet insurance customers, delivering fast, accurate support across phone, chat, and email while helping to retain and grow the customer base.

Key responsibilities

• Handle a high volume of inbound inquiries, aiming for one‑contact resolution.
• Apply knowledge of pet insurance policies, claims, and billing to provide accurate assistance.
• Coordinate with internal claims, billing, and sales teams to resolve issues and escalate when necessary.
• Address cancellation requests and proactively work to improve customer retention.
• Participate in additional projects and operational tasks as assigned.

Required profile

• High School Diploma or equivalent.
• At least 2 years of experience in hospitality or customer service.
• Strong verbal and written communication skills across phone, chat, and email.
• Ability to prioritize tasks, solve problems quickly, and deliver high‑quality outcomes in a fast‑paced environment.

Required skills

What we offer

• Eight‑week paid training program with full attendance required.
• Shift schedule that includes evenings and weekends with compensatory weekdays off.
• Monthly in‑office attendance for employees within 50 miles of a MetLife office.