Customer Care Specialist

Customer Service Representative

Location:

East Hartford, CT

Schedule:

Monday–Friday, 8:30 AM – 5:00 PM Pay Rate: $19.36/hour

We are seeking reliable and customer-focused Customer Service Representatives to serve as the first point of contact for consumers and providers. In this onsite role, you will support program participants by providing accurate information, resolving inquiries, and assisting with online portal access, including password resets.

Successful candidates will demonstrate excellent communication skills, empathy, attention to detail, and the ability to handle a high volume of calls in a structured call center environment.

• Serve as the initial point of contact for inquiries from potential and existing program beneficiaries
• Provide one-on-one telephone support to consumers and providers
• Assist users with password resets and online portal navigation
• Answer inbound calls accurately, professionally, and efficiently
• Document all customer interactions clearly and thoroughly in the call tracking system
• Escalate calls to Call Center Leadership or appropriate agencies per established procedures
• Deliver clear, accurate, and objective information based on program requirements
• Track call trends and report recurring issues or opportunities for service improvement
• Handle challenging or sensitive customer situations with professionalism and empathy
• Process and enter complaints in accordance with approved policies and procedures
• Meet or exceed performance metrics for call volume, quality, and customer satisfaction

• Strong verbal and written communication skills
• Ability to explain complex information clearly and concisely
• Excellent problem-solving and conflict-resolution abilities
• Strong work ethic and dependable attendance
• Comfort navigating multiple systems and applications simultaneously
• Passion for helping others and delivering exceptional customer service
• Ability to remain calm and professional in high-pressure situations
• Willingness to work full-time hours in a high-volume call center environment

• Must be at least 18 years of age
• High School Diploma or equivalent plus a minimum of 6 months call center experience OR Associate degree or higher in lieu of call center experience
• Ability to pass a 30 WPM typing test
• Successful completion of a customer service assessment
• Ability to pass a criminal background check and 8-panel drug screen