Customer Service Representative
Location: East Hartford, CT 06108
Schedule: Monday–Friday, 8:30 AM–5:00 PM
Assignment Type: Full-time, onsite
Pay Rate: $19.94/hr
Position Summary
We are seeking Customer Service Representatives to support customers as a first point of contact in a high-volume call center environment. This role involves assisting consumers and providers with program information, account questions, password resets, online portal support, and general customer service inquiries.
Responsibilities
- Respond to incoming calls from consumers, providers, and beneficiaries.
- Provide accurate program, account, and portal-related information.
- Assist with password resets and basic account support.
- Document all customer interactions accurately in the call tracking system.
- Forward calls to appropriate leadership teams or agencies as needed.
- Help customers navigate difficult situations with patience and professionalism.
- Enter and manage complaints according to approved policies and procedures.
- Meet daily performance standards for calls answered, quality, and customer satisfaction.
- Identify trends in customer questions and concerns and report opportunities for service improvement.
Qualifications
- Must be at least 18 years old.
- High school diploma or equivalent required.
- Minimum 6 months of call center experience preferred.
- Associate degree or higher may be considered in place of call center experience.
- Must be able to pass a 30 WPM typing test.
- Must be able to pass a customer service assessment.
- Strong verbal and written communication skills.
- Strong attendance, reliability, and work ethic.
- Ability to navigate multiple systems and research solutions.
- Comfortable handling high-volume calls in a structured environment.
- Must be able to pass a criminal background check and drug screen