Senior Call Center Representative; CSR

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.

Customer Service (Call Center)

Start date:

towards the end of December or beginning of January

Contract to Permanent

Monday to Friday, 8:30am – 5pm

• 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, complaints in accordance with approved policies and procedures.
• Meet and exceed daily standards for calls answered, customer service, and quality.

• Must have a minimum of 6 months call center experience or a completed Associate's degree or higher.
• 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.
• Must be able to undergo and pass a background check and drug screen.