Pay Rate: $19.36/hr
Location: East Hartford, CT — Onsite
Schedule: Monday–Friday, 8:30 AM–5:00 PM
Weekends Off!
We are seeking a Senior Customer Service Representative to serve as the first point of contact for customers using our online consumer portal. In this role, you'll provide excellent service by answering inquiries, resolving issues, assisting with account information, and helping with password resets. Your ability to actively listen, communicate clearly, and deliver timely solutions will be key to ensuring an outstanding customer experience.
Serve as the initial point of contact for inquiries from potential and existing beneficiaries.
Provide one-on-one phone support to consumers and service providers.
Assist with password resets and account access issues.
Accurately document all customer interactions.
Forward calls appropriately to leadership or external agencies based on procedures.
Deliver accurate, objective information based on full understanding of program requirements.
Log and track calls; identify trends and recommend improvements.
Handle consumer concerns and complaints in accordance with policies.
Work confidently with customers in challenging situations.
Meet and exceed daily performance standards for call volume, quality, and customer satisfaction.
Paid training
Consistent Monday–Friday schedule
Weekends OFF!
Supportive and collaborative work environment
Opportunity to make a meaningful impact in customers' lives
You will excel if you:
Can clearly explain complex information in simple, easy-to-understand terms
Maintain strong work ethic and outstanding attendance
Have excellent written and verbal communication skills
Enjoy solving problems and helping customers find solutions
Can navigate multiple applications and research answers efficiently
Stay calm under pressure and provide effective conflict resolution
Are comfortable working in a structured environment taking high-volume calls
Must be 18+ years old
High School Diploma or equivalent and at least 6 months of call center experience
OR an Associate Degree (or higher) with no call center experience
Ability to type 30 WPM
Must pass a customer service assessment
Must successfully pass a criminal background check and drug test