Customer Care Advocate

ob Title: Customer Care Advocate

Job Ref: 1164469

Location: Crane Nest Drive, Oriskany, NY

Job Type: Contract

Salary Range: $15.00 - $20.00 per hour

Contract Length: 3 months with possible extension

Job Summary:

Hays is seeking a Customer Care Advocate to join their Dental Global Customer Solutions (GCS) team. The successful candidate will be responsible for answering inbound customer service inquiries via phone and email and providing exceptional customer service. This is a 3-month contract position with a possibility of extension, with the requirement to work a hybrid schedule for up to 3 months (4 days in the office and 1 day virtual), after which it may become a virtual role with a mandatory 1 day in the office per month.

Key Responsibilities:

- Respond to dental customer requests via telephone or email, providing excellent service to MetLife’s customers who have insurance products or benefit plans.

- Research requests regarding various product aspects, policy provisions, claim status, basic procedures, etc.

- Efficiently process transactions and refer requests for other policy modifications to appropriate areas. Track responses to ensure completion.

- Enhance and strengthen the relationship between the customer and MetLife using effective communication skills, keen listening skills, and empathy.

- Efficiently access and navigate multiple electronic systems to provide a complete and integrated response to the customer’s inquiry.

- Work remotely in a home office setting with periodic visits to the assigned GCSO office as needed for team events, meetings, training, business continuity, etc.

Essential Business Experience and Technical Skills:

- High School Diploma or GED equivalent.

- 1 year of experience in customer service (includes call center, retail, and restaurants).

- The ability and desire to work during the hours of operation 8 AM to 11 PM, Monday through Friday. Applicants must be flexible regarding shift worked with an understanding that shifts are based-on business need.

- Home office setting with internet connection (satellite internet is not acceptable).

- Ability to navigate across multiple computers monitors and programs (including Word, Salesforce, and Insight) at one time while conversing with a customer.

Preferred:

- Prior Call Center or Customer Service Representative experience is preferred.

- Strong computer/keyboard skills (ability to type efficiently).

- Experience handling dental or other types of insurance products.

- Prior experience in a dental office.

- Superb listening skills and professional oral communication skills to inspire trust and accountability though in an empathetic style which promotes a quality image of MetLife.

- Previous experience with Salesforce is a plus.

If you are passionate about providing excellent customer service and have the necessary skills and experience, we encourage you to apply for this exciting opportunity.