Background Investigation, Call Centers, Call Volume, Communication Skills, Community and Social Services, Customer Experience, Customer Relations, Customer Satisfaction, Customer Support/Service, Leadership, Presentation/Verbal Skills, Procedure Development, Resolve Customer Issues, Scripting (Scripting Languages), Telephone Skills, Trend Analysis, Typing, Writing Skills
Customer Service Representative
Location: East Hartford, CT 06108
Schedule: Monday–Friday, 8:00 AM–4:30 PM
Assignment Type: Full-time, Onsite
Pay Rate: $21.00/hr
Weekends Off
Position Summary:
We are seeking experienced Senior Customer Service Representatives to serve as the first point of contact for program applicants and recipients in a high-volume call center environment. This role requires strong communication skills, empathy, professionalism, and the ability to resolve customer inquiries efficiently while maintaining a high level of accuracy and customer satisfaction.
Responsibilities:
- Answer inbound calls from applicants and recipients regarding social service programs.
- Provide accurate program and account information while ensuring a positive customer experience.
- Document all customer interactions accurately and thoroughly.
- Follow established scripts, procedures, and compliance guidelines.
- Communicate clearly and professionally while assisting callers with questions or concerns.
- Handle sensitive and confidential information appropriately.
- Identify trends in caller concerns and communicate feedback to leadership.
- Resolve difficult customer situations with empathy, patience, and professionalism.
- Meet and exceed performance standards related to call quality, productivity, and customer satisfaction.
What You'll Receive:
- Paid training
- Stable Monday–Friday schedule
- Weekends off
- Supportive team environment
- Opportunity to work in a structured and professional call center setting
Qualifications:
- Must be at least 18 years old.
- High school diploma or equivalent required.
- Minimum of 6 months of call center experience required.
- Associate degree or higher may substitute for call center experience.
- Must be able to pass a 30 WPM typing test.
- Strong verbal and written communication skills.
- Excellent attendance, reliability, and work ethic.
- Ability to navigate multiple software applications simultaneously.
- Strong problem-solving and conflict-resolution skills.
- Comfortable handling high-volume inbound calls in a structured environment.
- Must be able to successfully pass a criminal background check and drug screen.