Customer Service Representative - Call Center
Location: East Hartford, CT
Pay: $19.94 per hour
Schedule: Monday through Friday, 8:30 AM to 5:00 PM
Employment Type: Full-Time | Day Shift | No Weekends
Position Overview
We are seeking a detail-oriented and customer-focused Customer Service Representative to support a high-impact public assistance program. In this role, you will serve as the primary point of contact for families seeking information about financial assistance programs, including SNAP-related summer food benefits.
You will provide accurate, timely information, document interactions, and ensure a high level of service while navigating a fast-paced call center environment.
Key Responsibilities
Serve as the first point of contact for inbound inquiries regarding applications, status updates, and required documentation
Provide professional, one-on-one phone support to consumers and program participants
Accurately document all customer interactions in designated systems
Maintain up-to-date knowledge of Summer EBT and related program policies
Route calls appropriately to leadership or partner agencies when required
Deliver clear, accurate, and complete information based on program guidelines
Track call trends, identify recurring issues, and recommend service improvements
Handle escalated or sensitive situations with professionalism and composure
Enter and manage complaints in accordance with internal procedures
Conduct research to resolve customer inquiries when necessary
Report technical or system issues to management
Meet or exceed performance metrics for call volume, accuracy, and customer satisfaction
Participate in training and quality improvement initiatives
Perform additional duties as assigned
Minimum Qualifications
Candidates must meet one of the following:
Associate's degree from an accredited college or university
OR
At least 6 months of recent experience in a call center or customer support environment
Preferred Experience
Experience supporting Medicaid, CHIP, or public assistance programs
Familiarity with public health or human services environments
Required Skills & Competencies
Strong customer service orientation with a focus on empathy, accuracy, and professionalism
Understanding of call center operations and quality standards
Ability to build effective working relationships with diverse populations
Strong problem-solving and analytical skills
High level of attention to detail, especially in data entry and documentation
Ability to manage multiple tasks and meet deadlines in a structured environment
Strong verbal, written, and interpersonal communication skills
Ability to maintain confidentiality and professionalism at all times
Comfortable working independently with accountability for performance
Proficiency in Microsoft Office and call center systems
Typing speed of at least 35 WPM
Bilingual skills are a plus
Why This Role
Consistent weekday schedule with no weekends
Opportunity to support a meaningful public assistance program
Structured training and supportive team environment
Strong opportunity to gain experience in government and healthcare-related programs
Search Keywords / Alternate Titles Call Center Representative, Customer Service Agent, Contact Center Specialist, Member Services Representative, Client Support Representative, Benefits Customer Service Representative, Medicaid Customer Support, SNAP Support Specialist, Public Assistance Representative, Intake Specialist
Throughout the past 35+ years, MMC, one of the most trusted names in workforce management services, has successfully delivered strategic solutions to large and small businesses in numerous industries.
We have built our reputation on partnering with our clients and candidates to achieve the desired results. Our recruiting professionals have extensive experience matching the right candidate, to the right client, for the right position. We provide the best opportunities to the most talented candidates in a multitude of industries.
MMC is a privately owned business with corporate headquarters in Irving, Texas. With 2,000+ employees, working in 40+ states, MMC is able to support all United States locations, and some international locations.
We appreciate your interest in reviewing this particular position and we encourage you to visit our website where you can always search and apply for opportunities at www.mmcgrp.com
Benefits with MMC Group
MMC offers health insurance plans for our active candidates on assignment, including:
Medical, dental, and vision coverage
Life and disability insurance
Additional voluntary benefits
Join MMC and enjoy the support of a team that values your well-being, both on and off the job!
MMC strives to ensure all job postings confirm details of the position, the rate of pay, and acknowledge that medical benefits are offered.
Get started on your career journey today! Apply to become a part of the MMC Team!
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.