Call Center Representative

Job Description

Job Description

** Job Title : Customer Care Specialist / Call Center Representative (Onsite)**

** Work Location :77 Hartland Street, East Hartford, CT 06108**

** Schedule: Monday–Friday, 8:30 AM – 5:00 PM **
** Pay Rate: $19.94/hour **

Position Summary

We are seeking professional and customer-focused Customer Care Specialists to support program participants in an onsite call center environment. This role serves as the primary point of contact for consumers and providers, delivering accurate information, resolving inquiries, and providing technical assistance related to online portal access.

The successful candidate will demonstrate strong communication skills, sound judgment, attention to detail, and the ability to manage high call volumes while maintaining service quality and compliance standards.

Key Responsibilities

Serve as the first point of contact for inbound inquiries from consumers and providers

Provide accurate, timely, and professional telephone support

Assist users with online portal navigation and password resets

Document all interactions thoroughly and accurately in the call management system

Escalate complex issues to leadership or appropriate agencies in accordance with procedures

Handle sensitive or challenging customer situations with professionalism and discretion

Process complaints in compliance with established policies and guidelines

Identify recurring issues and report trends for service improvement

Consistently meet performance metrics for quality, productivity, and customer satisfaction

Required Qualifications

Strong verbal and written communication skills

Ability to communicate complex information clearly and concisely

Proven problem-solving and conflict-resolution skills

Ability to navigate multiple systems simultaneously

Dependable attendance and strong work ethic

Ability to remain composed in a high-volume, fast-paced environment

Minimum Requirements

Must be 18 years of age or older

High School Diploma or GED with a minimum of 6 months call center experience
OR Associate degree or higher in lieu of experience

Ability to pass a 30 WPM typing assessment

Successful completion of a customer service skills assessment

Ability to pass a criminal background check and 8-panel drug screen