Job description

REQUIREMENT DETAILS

Job Title: Sr. Call Center Representative

Location: East Hartford, CT- Onsite
Pay Rate: $18.25/hr on W2
Duration: 3 month contract to Hire

Work Schedule: Monday- Friday (8:30am-5:00pm)

Weekend’s Off

Description:

As a Sr. Call Center Representative, you will be supporting our customers as a first point of contactand 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.You will need to have the ability to ensure call resolution in a timely manner, have excellent verbal and written communication skills, maintain the highest standards of quality, guarantee customer satisfaction on every call and other duties as assigned.

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.

People who succeed in this role have:

• The ability to convey complex information in clear and concise terms to ensure customer understanding.
• Strong commitment and work ethic.
• Outstanding Attendance.
• Effective and accurate written and verbal communication skills.
• Effective problem-solving skills.
• Call Center/Dispatcher Experience.
• Can navigate multiple applications and research solutions with ease
• Love helping people and guiding them to the best solution for their issue
• Are excited by innovative technology
• Provide calm conflict resolution and problem solving for frustrated customers
• Can work in a structured environment for the duration of your allotted, full-time schedule taking high-volume calls from consumers.

Requirements

• Must be at least 18 years of age or older.
• Must have a High School Diploma, orequivalent; six months minimum experience in call center/dispatcher experience
• In lieu of an Associate degree without call center experience
• Must be able to pass 27-30 wpm typing test.
• Must be able to pass a customer service assessment
• Must be able to successfully pass a criminal background check and drug test.

Job Types: Full-time, Contract

Pay: $18.25 per hour

Schedule:

• Monday to Friday

Ability to commute/relocate:

• East Hartford, CT 06108: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Call center: 1 year (Preferred)
• Customer service: 1 year (Preferred)

Work Location: In person

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