Customer Service Rep – CT

Job Title:Customer Service Rep – CT
Job :78708
Location:Hartford, Connecticut

Overview:
As a Sr. Customer Service Representative, you will be supporting our customers as a first point of contact and will be assisting in providing program, account information and password reset assistance for the online consumer portal. We will rely on you to actively listen to our customers and use your customer service skills, passion and creativity to meet their needs.

What you will be doing:

• Act as initial point of contact for inquiries from potential and existing beneficiaries related to Client programs.

• Provide one-to-one telephone contact with consumers and providers.

• Assist with password resets.

• Accurately respond to incoming calls received by the call center.

• Accurately document all interactions with consumers.

• Properly forward calls to Call Center Leadership or other CT agencies per procedures.

• Provide clear, complete, accurate and objective information based on full understanding of program requirements.

• Log calls into call tracking system; note trends in consumer questions and concerns, report and recommend measures to improve customer service.

• Work with consumers in difficult situations.

• Handle and data enter complaints in accordance with approved policies and procedures.

• Meet and exceed daily standards for calls answered, customer service, and quality.

What you must have:

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  You will need to have the ability to ensure call resolution in a timely manner

• Have excellent verbal and written communication skills,

• Ability to maintain the highest standards of quality, guarantee customer satisfaction on every call and other duties as assigned.