Customer Experience Associate II – Call Center
Location: East Hartford, CT 06108
Pay Rate: $19.94/hour
Schedule: Monday–Friday, 8:30 AM–5:00 PM
Hours: 40 hours per week
Employment Type: W-2 Contract
Assignment: August 17 – November 16, 2026
Openings: 6
Work Setting: Onsite
Position Overview
We are seeking Customer Experience Associates to support a high-volume customer service call center in East Hartford, CT.
This position provides telephone support to families seeking information about Summer EBT and related food-assistance benefits for children. Representatives will answer incoming calls, assist customers with application questions and status inquiries, document interactions, research issues, and provide clear and accurate information regarding program requirements.
The ideal candidate has previous call center or customer service experience, strong computer and data-entry skills, and the ability to communicate professionally and empathetically with customers who may be dealing with difficult situations.
Key Responsibilities
- Answer incoming customer calls in a professional and courteous manner.
- Serve as the initial point of contact for application status, application forms, and requests for additional information.
- Provide one-on-one telephone assistance to consumers and service providers.
- Accurately document all customer interactions.
- Enter and maintain information in call-tracking and customer service systems.
- Research customer inquiries and provide accurate information based on established program guidelines.
- Maintain working knowledge of Summer EBT and related program policies and procedures.
- Escalate or transfer calls to Call Center Leadership or appropriate agencies when necessary.
- Assist customers in difficult or sensitive situations with professionalism and empathy.
- Document and process customer complaints according to established procedures.
- Identify trends in customer questions and concerns and communicate them to management.
- Meet or exceed daily performance standards for calls answered, accuracy, quality, and customer service.
- Participate in training and quality-improvement activities.
- Report technical or system issues to management.
- Perform other related duties as assigned.
Qualifications
- Minimum 6 months of call center support experience.
- Associate degree preferred, but not required.
- Previous customer service experience in a high-volume environment.
- Ability to type at least 35 WPM.
- Strong data-entry skills with a focus on accuracy and spelling.
- Basic understanding of call center operations and quality-monitoring processes.
- Strong verbal, written, and interpersonal communication skills.
- Ability to provide excellent customer service with empathy and professionalism.
- Strong problem-solving skills.
- Ability to multitask and meet deadlines in a fast-paced environment.
- Ability to remain calm and professional in stressful situations.
- Ability to maintain confidentiality.
- Ability to work independently and maintain accountability.
- Proficiency with computers, Microsoft Office, and telephone systems.
Preferred Experience
Experience in any of the following areas is a plus:
- Medicaid or CHIP
- SNAP / EBT
- Public benefits
- Healthcare customer service
- Human services
- Government programs
- Benefits or eligibility support
- High-volume inbound call centers
- Bilingual customer service
Healthcare or government-benefits experience is preferred, not required, so I wouldn't make it a screening knockout.
Schedule
Monday–Friday
8:30 AM–5:00 PM
40 hours per week
The requisition specifically states Monday through Friday only.
Additional Requirements
- 8-panel drug screen required.
- Background screening required.
- Employment and education verification required.
- Must be able to work onsite in East Hartford, C