Senior Customer Service Representative

Senior Customer Service Representative

We're looking for compassionate and dependable Senior Customer Service Representatives to join our team in East Hartford, CT. In this role, you'll serve as the first point of contact for applicants and recipients of social service programs, providing accurate information, resolving inquiries, and delivering exceptional customer service.

If you're an excellent communicator who enjoys helping people and thrives in a structured, fast-paced call center environment, we'd love to hear from you.

What You'll Do

• Answer high-volume inbound calls from applicants and recipients of social service programs.
• Provide accurate information regarding programs, services, and account inquiries.
• Listen carefully to customer concerns and resolve issues with professionalism, empathy, and efficiency.
• Accurately document all customer interactions.
• Follow established procedures and call scripts to ensure compliance.
• Handle sensitive and confidential information with discretion.
• Identify and communicate trends in customer inquiries to leadership.
• Meet or exceed performance goals for customer service, call quality, productivity, and attendance.
• Deliver an exceptional customer experience on every interaction.

Qualifications

• High School Diploma or GED required.
• Minimum of 6 months of call center experience, OR
• Associate degree (or higher) may substitute for the required call center experience.
• Excellent verbal and written communication skills.
• Strong customer service and problem-solving abilities.
• Comfortable navigating multiple computer applications simultaneously.
• Ability to remain calm and professional while assisting customers in challenging situations.
• Strong attention to detail and documentation accuracy.
• Reliable attendance and punctuality are essential.
• Passion for helping people and providing outstanding service.

Requirements

• Must be at least 18 years of age.
• Must pass a 30 WPM typing test.
• Must successfully pass a criminal background check.
• Must pass an 8-panel drug screen.
• Must be able to work onsite in East Hartford, CT.

Schedule & Benefits

• Monday - Friday
• 8:00 AM - 4:30 PM
• Full-Time (40 hours per week)
• Weekends Off
• Paid Training
• Positive and supportive team environment

What We're Looking For

Successful candidates are:

• Customer-focused and empathetic.
• Strong communicators with excellent listening skills.
• Dependable with outstanding attendance and punctuality.
• Comfortable working in a structured, high-volume call center.
• Organized and detail-oriented.
• Able to multitask across multiple computer systems.
• Calm under pressure and committed to resolving customer concerns professionally.
• Team players who are eager to learn and contribute.

Interview Process

• 30 WPM Typing Test
• In-Person Interview

If you're ready to build your customer service career while making a meaningful difference in the lives of others, we'd love to hear from you. Apply today!