Customer Experience Specialist - Pet Team

MetLife; United States; On-site; USD 37,000 - 46,000; Full time

Job summary

MetLife’s Group Benefits team is seeking a Customer Experience Specialist to support pet insurance customers across touchpoints, delivering exceptional service and WOW experiences that strengthen retention.

Start date is 1/11/27 with 8 weeks of training; shifts run 12:30 PM–9:00 PM EST, including weekends. Candidates within 50 miles of a MetLife office may attend in-office monthly.

Qualifications

• High School Diploma or equivalent with 2+ years of hospitality or customer service experience.
• Strong ability to navigate multiple systems accurately.
• Excellent verbal and written communication across phone, chat, and email channels.
• Proven ability to prioritize tasks and solve problems in a fast-paced environment.

Responsibilities

• Manage inbound email, chat and phone inquiries from customers to provide quality service.
• Respond promptly, aiming for one-call resolution and engagement.
• Build knowledge of MetLife services to assist with policy and claims details.
• Liaise with claims, billing and sales; escalate issues when needed.
• Focus on customer retention by addressing objections and delivering WOW experiences.
• Complete various projects per management requests.
• Perform other duties as assigned.

Skills

Customer service

Communication skills

Technology proficiency

Education

High School Diploma or equivalent

Tools

CRM systems

Job description

Join the nation's largest non-medical carrier of group insurance, where your work will impact over 55,000 customers and cover more than 50 million employees and family members. As part of MetLife's Group Benefits team, you'll deliver innovative benefits solutions - life, disability, dental, vision, and voluntary benefits - tailored to today's employers and workforces. Collaborate with customers, brokers, and partners to expand our offerings and reimagine digital experiences. Join us and be part of an organization committed to supporting customers when they need us most.

The Opportunity

Start Date: 1/11/27

Training - 8 Weeks - Full Attendance Required

First 6 weeks: Monday - Friday; 8:00 AM - 4:30 PM EST

2 additional weeks: Monday - Friday: 10 AM - 6:30 PM EST

Shift Details

12:30 PM - 9:00 PM EST; 5 days/week, including every Saturday and Sunday (10:00 AM - 7:00 PM EST weekends)

Two consecutive weekdays off to compensate for weekend work (assigned during training)

Candidates within 50 miles of a MetLife office are required to attend in-office once per month.

The Customer Experience Specialist is responsible for delivering exceptional service and solutions to pet insurance customers, ensuring a seamless and positive experience across all touchpoints. Guided by our purpose - always with you, building a more confident future - this role plays a critical part in strengthening customer relationships, supporting retention, and enhancing satisfaction. This is an exciting opportunity to directly impact customer loyalty by resolving issues, educating customers, and creating memorable "WOW" experiences.

Key Responsibilities

• Manage inbound email, chat and phone inquiries from our customers, for the purpose of providing quality customer service.
• Handle all interactions promptly and effectively, focusing on one-call resolution and engagement.
• Build strong knowledge of services offered by continuously learning in order to assist in policy and claims details.
• Act as a liaison for internal departments such as claims, billing and sales by answering questions and escalating any possible issues up to be resolved.
• Focus on customer retention by overcoming objections to cancel policies, sharing the why behind resolution and providing the with a WOW! experience.
• Complete various projects per management request.
• Will perform all other duties as assigned.

Required Qualifications

• High School Diploma or equivalent with 2+ years of experience in Hospitality or Customer Service
• Strong technical proficiency with the ability to navigate multiple systems efficiently while maintaining accuracy
• Excellent verbal and written communication skills across phone, chat, and email channels
• Proven ability to prioritize tasks, problem-solve, and deliver high-quality customer outcomes in a fast-paced environment

Preferred Qualifications

• 2+ years of experience handling high-volume contact center metrics-driven environment
• Prior experience in the insurance industry, ideally with policy or claims-related knowledge
• Demonstrated ability to influence customer decisions and improve retention outcomes
• Strong customer-first mindset with a passion for delivering exceptional service experiences
• Contact Center experience

The expected salary range for this position is $41,600. This role may also be eligible for annual short-term incentive compensation and stock-based long-term incentives. All incentives and benefits are subject to the applicable plan terms.

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, paid time off, paid holidays, volunteer time off, tuition assistance and much more!

About MetLife

Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World's 25 Best Workplaces™, as well as the 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.

As part of our New Frontier strategy, MetLife is building an AI-enabled, people-centered future. We're looking for people who bring curiosity, adaptability, and a growth mindset as we use AI to enhance how we serve customers, support communities, and evolve the way work gets done. At MetLife, AI is a responsible partner that supports human judgment, creativity, and continuous improvement while helping us build trust, inclusion, and long-term value.

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 our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible. Join us!

MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law ("protected characteristics").

If you need an accommodation due to a disability, please email us at [e-mail]. 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.

This posting is for a current vacancy and is anticipated to remain open for at least 90 days from the listed posting date.