Customer Care Advocate

• Applications are considered on a rolling basis
• Warwick
• Remote
• Hourly salary: $20

Job Description

Job Descripti

Software Guidance & Assistance Inc. (SGA) is searching for a Customer Care Advocate for a CONTRACT assignment with one of our premier Insurance Services clients in Warwick RI.

Responsibilities :

• Communicate with customers via telephone using strong communication skills. Active listening and empathy.
• Drive solutions that best meet the customers needs.
• Analyze and resolve complex customer issues such as requests regarding various product aspects policy provisions claim status basic procedures etc.
• Ensure each customer experience is exceptional by leveraging effective listening skills attention to detail strong intellectual curiosity and an honest desire to make a difference.
• Efficiently process transactions and refer requests for other policy modifications to appropriate areas. Track responses to ensure completion.
• Support special product and/or service campaigns as needed or as requested by the customer.
• Efficiently access and navigate multiple electronic systems to provide a complete and integrated response to the customers inquiry.
• Perform these responsibilities in a consistent professional manner while exercising strong verbal interpersonal and high-quality service skills.

Required Skills :

• Live within a commutable distance to a MetLife Office for business reasons (monthly events training meetings).
• Training will be in-office for a designated duration. No time off can be taken during training and nesting period. Must adhere to strict start/end times.
• After training the job is performed primarily virtually with required monthly in office days based on business needs.
• Required to work an assigned shift during hours of operation between 8:00am 6:00pm ET Monday through Friday; must be flexible regarding the ability to work overtime & shift worked which may change based on business need and bidding process.
• Able to work in a stationary position 75% of time.
• Strong computer/keyboard skills as well as analytical and problem-solving skills
• Quickly grasps information and efficiently solves verbal challenges with strategic thinking.
• Communicates complex verbal and written concepts with ease.
• A passion for serving customers and a personal commitment to following through in a dynamic fast-paced environment.
• Professionally demonstrate empathy to others.
• High School diploma GED some college experience trade or professional certification.
• A demonstrated ability to quickly learn and continuously develop functional knowledge and an understanding of company products as well as administrative claims underwriting and marketing functions.
• A passion for serving customers and a personal commitment to following through in a dynamic fast-paced environment.
• Strong computer/keyboard skills as well as analytical and trouble shooting skills.
• Superb listening skills and professional oral & written communication skills with an ability to inspire trust and accountability though an empathetic communication style which promotes a quality image of MetLife.

Preferred Skills :

• Suggested 2 years of experience in Customer Service. Prior Call Center experience is highly preferred.

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