Call Center CSR(CNDTJP00006675)

Position Title: Customer Experience Associate II
Job Location: 77 Hartland Street East, Hartford, CT 06108
Job Duration: 3 Months + Extension
Pay Rate: $19.94/Hr on W2
Hours of operations: 8:30am to 5:00pm Monday through Friday only

Position Objective:

• Reports directly to a Call Center Supervisor. Provides courteous and accurate one-to-one telephone contact with families whose children are looking for extra financial benefits, like SNAP, to help pay for food during the summer months while not in school.
• Use designated software systems to document calls, assist with requests, and provide status information.

Primary Duties and Responsibilities:

• Act as initial point of contact for inquiries on application status, application form, or follow up on additional information.
• Provide one-to-one telephone contact with consumers and providers.
• Accurately respond to incoming calls received by the call centre.
• Accurately document all interactions with consumers.
• Maintain technical and program policy proficiency in the summer EBT program and other related program policies.
• Properly forward calls to Call Centre Leadership or other CT agencies per procedure.
• 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 internal policies and procedures.
• Research inquiries as needed
• Report any technical problems with equipment, systems or facilities to the Call Centre Manager
• Meet and exceed daily standards for calls answered, accuracy, customer service, and quality.
• Participate in training activities as needed.
• Participate in and contribute to the quality improvement process.
• Other relatable duties may be assigned.

Minimum Experience Requirements (Candidates must have at least one of the following):

• Associates degree from an accredited college or university preferred.
• 6-monthexperienceincallcentersupportenvironment.

Additional Experience:

• Knowledge and operational experience in Medicaid and/or CHIP programs a plus.
• General knowledge of public health, Medicaid and human services systems preferred.

Required skills/abilities:

• Ability to provide Exemplary Customer Service and achieve results through respect, empathy, knowledge and commitment.
• Basic understanding of a call center environment and quality monitoring processes
• Ability to establish and maintain effective working relationships with Consumers and co- workers.
• Ability to solve problems through analysis and ongoing feedback.
• Ability to work with people of diverse backgrounds.
• Data entry skills to include accuracy and spelling
• Ability to handle multiple tasks and meet deadlines; flexibility under pressure
• Ability to maintain strict confidentiality
• Ability to maintain self-control under stressful situations.
• Ability to work independently and maintain accountability
• Excellent verbal, written, and interpersonal skills
• Proficient in use of computer, including MS Office Suite and telephone system
• Bilingual capabilities a plus
• Ability to type at least 35WPM.
  
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