Job Description

Job Description

Job Description

JOB DESCRIPTION

Senior Customer Service Representative

Location: East Hartford, CT (Onsite)
Pay Rate: $21.00/hr (W2)
Duration: 4 Months Contract
Schedule: Monday – Friday, 8:30 AM – 5:00 PM (Weekends Off)
Start Date: 12/01/2025

Job Overview:

We are seeking a Senior Customer Service Representative to join our onsite team in East Hartford. In this role, you will serve as the first point of contact for customers, assisting with program details, account information, and password reset support for the online consumer portal. You will be expected to provide exceptional customer service, ensure timely call resolution, and maintain a high standard of professionalism and accuracy.

Responsibilities:

• Act as the initial contact for inquiries from potential and existing beneficiaries related to client programs.
• Provide one-on-one telephone support to consumers and providers.
• Assist with password resets and account login issues.
• Accurately log and respond to all incoming calls using the call tracking system.
• Document all consumer interactions thoroughly and objectively.
• Escalate calls appropriately to leadership or relevant agencies per established procedures.
• Deliver accurate, clear, and complete program-related information to consumers.
• Identify and report trends in consumer questions or issues to improve service.
• Handle consumer complaints per approved policies and data entry procedures.
• Meet or exceed daily metrics for call handling, quality, and customer satisfaction.

What You’ll Receive:

• Full-time employment with paid training.
• Monday–Friday schedule with weekends off.
• Career growth opportunities and long-term potential.
• Supportive and professional work environment.
• Comprehensive benefits package available upon conversion.

Ideal Candidate Traits:

• Strong communication skills—able to explain complex details clearly and concisely.
• Excellent attendance, professionalism, and reliability.
• Strong problem-solving and critical thinking abilities.
• Ability to stay calm and courteous in high-volume or escalated situations.
• Adept at navigating multiple systems and researching solutions efficiently.
• Passion for helping people and delivering exceptional service.

Qualifications:

• Must be 18 years or older .
• High School Diploma or equivalent required.
• Minimum 6 months of call center or customer service experience OR an Associate degree (no experience required).
• Ability to type 35 WPM or higher (typing test required).
• Must pass a customer service assessment .
• Must successfully pass a criminal background check and drug test .

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