Customer Experience Supervisor

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 (2+ years preferred)

The salary range for applicants for this position is For CT/FL/NC/IL and other locations: 63,500 - 69,000. For NYC/NJ/CA: 73,000 - 76,000..
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, volunteer time off, tuition assistance and much more!
About MetLife
Recognized on Fortune magazine's list of the 2024 "World's Most Admired Companies", Fortune World's 25 Best Workplaces™ for 2024, as well as the 2025 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.
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 empathy, 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 [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.
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.
For CT/FL/NC/IL and other locations: 63,500 - 69,000. For NYC/NJ/CA: 73,000 - 76,000.