Call Center Representative

Job Description

Job Description

Sr. Customer Service Representative

Contract Type : 6-Month Contract with potential extensions

Work Arrangement : Onsite

General Purpose of the Position

The Senior Customer Service Representative serves as the first point of contact for customers, providing exceptional support and assistance related to program and account inquiries, online consumer portal access, and password resets. This role requires active listening, clear communication, and a strong focus on timely and accurate call resolution to ensure customer satisfaction.

Essential Duties and Responsibilities

Act as the initial point of contact for inquiries from potential and existing beneficiaries regarding client programs.

Provide one-on-one telephone support to consumers and providers.

Assist customers with password resets for the online consumer portal.

Accurately respond to incoming calls received by the call center.

Document all interactions with consumers in the appropriate systems.

Forward calls to Call Center Leadership or other Connecticut agencies in accordance with procedures.

Deliver clear, accurate, and complete information based on a full understanding of program requirements.

Log all calls in the call tracking system; note consumer trends and concerns, and recommend measures for service improvement.

Handle challenging consumer interactions with professionalism and empathy.

Enter and manage consumer complaints in accordance with approved policies and procedures.

Consistently meet or exceed daily standards for call volume, customer satisfaction, and quality.

Requirements

Must be at least 18 years of age or older.

Education :

High School Diploma or equivalent and at least 6 months of call center experience , OR

Associate degree or higher (call center experience not required).

Must be able to type at least 30 words per minute .

Must successfully complete a customer service assessment .

Must be able to pass a criminal background check and drug screening .

Skills and Abilities

Strong verbal and written communication skills.

Excellent active listening and problem-solving abilities.

Ability to manage multiple priorities in a fast-paced environment.

High attention to detail and accuracy.

Commitment to maintaining professionalism and quality in every customer interaction.

Ability to handle sensitive and confidential information appropriately.