Customer Experience Associate II
Location: East Hartford, CT 06108
Duration: July 1, 2026 – August 31, 2026
Schedule: Monday – Friday, 8:30 AM – 5:00 PM
Type: Full-Time, Temporary Assignment
Positions Available: 10
Pay Rate: Up to $19.94/hour
Drug Screen Required: 8-Panel Standard
Background Check Required: Healthcare Package + Education/Employment Verification
The Customer Experience Associate II reports directly to a Call Center Supervisor and serves as the primary point of contact for families seeking information regarding additional financial assistance programs designed to help cover food expenses during the summer months when children are not in school.
This role requires providing professional, courteous, and accurate telephone support while documenting all interactions and ensuring compliance with established policies and procedures.
Serve as the initial point of contact for inquiries related to application status, application completion, and requests for additional information.
Provide one-on-one telephone support to consumers and providers.
Respond accurately and professionally to incoming calls.
Document all customer interactions thoroughly and accurately.
Maintain knowledge of program policies and procedures related to the Summer EBT program and associated initiatives.
Escalate calls appropriately to leadership or partnering agencies when necessary.
Provide clear, objective, and accurate information regarding program requirements.
Log calls into the call tracking system and identify trends in customer concerns to support service improvements.
Assist customers in difficult situations with professionalism and empathy.
Process and document complaints in accordance with established policies and procedures.
Research customer inquiries as needed to ensure complete resolution.
Report technical issues involving equipment, systems, or facilities to management.
Meet established performance standards related to call volume, accuracy, quality, and customer service.
Participate in required training sessions and quality improvement initiatives.
Perform other related duties as assigned.
Candidates must meet one of the following requirements:
Associate's degree from an accredited college or university preferred, OR
Minimum of 6 months of experience in a call center support environment.
Experience working with Medicaid and/or CHIP programs.
General knowledge of public health, Medicaid, and human services systems.
Commitment to delivering exceptional customer service through empathy, respect, and professionalism.
Understanding of call center operations and quality monitoring processes.
Strong interpersonal skills and the ability to build effective working relationships.
Excellent problem-solving and analytical abilities.
Ability to work effectively with individuals from diverse backgrounds.
Strong data entry skills with attention to detail and spelling accuracy.
Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
Ability to maintain strict confidentiality.
Ability to remain composed and professional under stressful situations.
Self-motivated with the ability to work independently and remain accountable.
Excellent verbal and written communication skills.
Proficiency with Microsoft Office applications and telephone systems.
Bilingual abilities are a plus.
Typing speed of at least 35 words per minute required.
77 Hartland Street
East Hartford, CT 06108
Full-time assignment
Weekly timesheet submission required
Standard work schedule with no weekends
Immediate openings available