Customer Service Rep in Cleveland, Ohio at SkySource Solutions

Client Service Center Representative

MetLife Legal Plans | Exclusive Opportunity through SkySource Solutions

Posting Date: April 15, 2026
Number of Openings: 12
Position Type: Contract (6 months) with potential for hire
Expected Start Date: May 11, 2026
Hourly Pay Rate: $20.00/hour
Temp-to-Hire Conversion Rate: $20.00/hour plus benefits and bonus potential

About the Role

MetLife Legal Plans is seeking Client Service Center Representatives to join its Cleveland-based Client Service Center. This role is ideal for customer service professionals who excel at helping others, communicating clearly, and navigating multiple systems in a fast-paced environment.

This position is offered exclusively through SkySource Solutions, MetLife Legal Plans’ trusted third-party staffing partner.

Client Service Center Representatives report to Client Service Center Supervisors and serve as a key contact for members, delivering high-quality service on inbound calls.

Work Location & Hybrid Schedule

• Onsite required during training and for an additional 60 days
• After demonstrating strong performance and consistent work habits:
• Hybrid schedule available
• 2 days/week onsite in the Cleveland office
• 3 days/week work from home
• Wednesday is a required in-office day
• Second in-office day is employee’s choice
• Work-from-home requirements:
• Reliable high-speed internet (100+ Mbps recommended)
• Dedicated work area free from distractions and background noise

Schedule & Hours

• Full-time: 40 hours per week
• Monday–Friday

Training Schedule:

• 8:30 AM – 5:00 PM

Post-Training Shifts
Assigned based on seniority (determined by last digit of SSN; 9 = highest, 0 = lowest):

• 7:55 AM – 4:25 PM
• 8:30 AM – 5:00 PM
• 9:00 AM – 5:30 PM
• 9:30 AM – 6:00 PM
• 10:00 AM – 6:30 PM
• 10:30 AM – 7:00 PM
• 11:35 AM – 8:05 PM

Key Responsibilities

• Provide exceptional customer service via inbound calls
• Listen actively and demonstrate empathy with every caller
• Navigate multiple systems simultaneously while assisting members
• Accurately document interactions and complete detailed records
• Follow established processes while applying critical thinking
• Collaborate effectively with team members and leadership

Experience & Qualifications

Experience Required:

• 2–5+ years of customer service experience
• Experience in call centers, legal services, hospitality, healthcare scheduling, or other service-based environments preferred

Technical Skills:

• CRM experience preferred (e.g., Zendesk)
• Contact center phone systems (e.g., Cisco)
• Ability to work in multiple systems simultaneously
• Microsoft Teams and Outlook proficiency

Education:

• Bachelor’s degree preferred
• Associate degree or some college coursework acceptable with 5+ years of relevant customer service experience

Top Skills for Success

• Positive attitude and outstanding verbal communication
• Active listening and strong empathy skills
• Critical thinking and problem-solving abilities
• Ability to interact professionally at all organizational levels
• Strong time management and ability to follow detailed processes
• Comfort learning and working within multiple technology platforms

Language Requirement

• Spanish bilingual candidates are strongly needed and encouraged to apply

Interview Process

• Initial screening and assessments conducted by SkySource Solutions
• Top candidates presented to the MetLife Legal Plans hiring team (Jillian)