Customer Care/Call Center ^ Customer Care Specialist ^ Inter

Customer Experience Associate II (Call Center) East Hartford, CT 06108 $19.94/hr Pay Rate Full-Time | Monday–Friday (8:30 AM – 5:00 PM) Position Overview We are seeking Customer Experience Associate II professionals to support a high-volume call center environment in East Hartford, CT. This role focuses on delivering exceptional customer service while assisting families with program inquiries related to financial assistance (e.g., summer food benefits such as SNAP). You will serve as the first point of contact, handling inbound calls, resolving inquiries, and ensuring accurate documentation using internal systems. Key Responsibilities Serve as the primary contact for inbound customer inquiries regarding application status, forms, and follow-ups Provide accurate, courteous, and empathetic support via phone Document all interactions in call tracking systems with high accuracy Research and resolve customer inquiries efficiently Escalate calls to leadership or appropriate agencies as needed Maintain knowledge of program policies (Summer EBT and related programs) Identify trends in customer concerns and recommend service improvements Handle sensitive situations professionally, including complaints and escalations Meet performance metrics including call volume, quality, and accuracy standards Participate in training and continuous improvement initiatives Required Qualifications High School Diploma or GED required At least 6 months of call center or customer service experience Strong communication and interpersonal skills Ability to multitask and work in a fast-paced environment Basic computer proficiency (MS Office, data entry systems) Typing speed of 35+ WPM Ability to maintain confidentiality and professionalism under pressure Preferred Qualifications Associate's degree Experience with Medicaid, CHIP, or public assistance programs Knowledge of healthcare or human services systems Bilingual skills are a plus Key Competencies Customer-first mindset with empathy and professionalism Strong problem-solving and analytical skills Ability to work independently and as part of a team Adaptability and flexibility in a dynamic environment Attention to detail and accuracy in data entry Work Environment & Additional Details Onsite role in East Hartford, CT Standard 40-hour workweek Weekly time reporting Background check and drug screening required #J-18808-Ljbffr C&L Group