Job Description

Job Description

Job Description

Member Service Representative – Hybrid | Henderson, NV

Henderson, NV (Hybrid Role)
$19/hour to start
Start Date: Tuesday, July 7, 2026
10 Openings Available

Who We Are

SkySource Solutions is the exclusive hiring partner for MetLife Legal Plans, hiring for Member Service Representative roles .

MetLife Legal Plans is the leading consumer legal service in the United States , helping members with everything from wills and estate planning to real estate transactions and everyday legal needs. With a network of 18,000+ attorneys , they make legal support affordable and accessible.

They are trusted by nearly 5 million families and 200+ Fortune 500 companies who offer these services as an employee benefit.

This is an exciting time to join a rapidly growing organization with a bold vision focused on innovation, customer experience, and technology-driven solutions .

MetLife Legal Plans Success Principles

• We change and innovate for sustained performance
• We collaborate and empower each other to succeed
• We deliver for our customers

Position Overview

As a Member Service Representative , you will be the voice of support for members—handling inbound calls, chats, and emails with professionalism, empathy, and accuracy.

This role is critical to delivering on the mission of creating the best legal service experience for working families .

50–60 interactions daily (calls, chat, email)

Assignment Details

• Manager: Ruben Santiago
• Contract Length: 6–12 months
• Conversion: Not guaranteed, but potential exists based on business needs
• Schedule: Monday–Friday, 40 hours/week (no weekends)
• Travel: None required

Work Location & Hybrid Model

Office:
2485 Village View Drive, Suite 210
Henderson, NV 89052

Training & Ramp-Up

• 3.5 weeks onsite training (8:30 AM – 5:00 PM)
• Followed by 4 additional weeks fully onsite for performance evaluation

Hybrid Eligibility (Performance-Based)

• Transition to 2 days onsite (typically Tues/Wed, may vary)
• 3 days remote (WFH)

WFH Requirements:

• Quiet, dedicated workspace
• Minimum 150 Mbps internet speed
• Ability to use company equipment (laptop, monitor, headset, keyboard)

⚠Failure to meet performance or technical standards may result in loss of WFH privileges

Schedule Options (After Training)

Shifts are assigned based on seniority (last digit of SSN):

• 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

• Handle inbound calls, emails, and chats from members and prospects
• Provide plan information, eligibility verification, and coverage details
• Assist with attorney referrals and scheduling consultations
• Support digital tools including estate planning and notary services
• Guide members through website navigation and self-service tools
• Process enrollments, cancellations, and updates
• Document all interactions in CRM/ticketing system
• Follow up on inquiries within 24–48 hours
• Collaborate across departments to resolve issues

Top Skills Required

• 2–5+ years of customer service experience
• Emotional resilience & de-escalation skills
• Ability to handle high-volume call environments
• Strong judgment and adaptability
• Excellent communication skills
• Critical thinking and problem-solving ability
• Strong time management and multitasking

Technical & Education Requirements

• Experience with CRM systems (Zendesk preferred)
• Familiarity with contact center systems (Cisco or similar)
• Ability to navigate multiple systems simultaneously
• Proficiency in Microsoft Teams, Outlook, Word, and Excel

  Education:

• Bachelor’s degree preferred
• OR Associate degree / some college + 5+ years relevant experience

Preferred Qualifications

• Bilingual Spanish/English (highly desired)
• Background in legal, healthcare, hospitality, or call center environments
• Experience mentoring or supporting team members

Assessments Required

• Call Center Data Entry (Audio)
• Call Center Listening Skills (Audio)
• Basic Computer Literacy (Windows 10)

Interview Process

1. SkySource Solutions screening + assessments
2. Submission to MetLife Legal (Leadership Team)
3. Final decision

Why This Role Stands Out

This is your opportunity to join a trusted national brand through an exclusive SkySource partnership. You’ll gain valuable experience, work in a structured hybrid model, and position yourself for future career growth.

  Only 10 openings – Class starts July 7, 2026
High-impact role with a nationally recognized organization
Apply today to secure your interview spot

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