Job Description
Job Description
- Role: Call Center / Customer Service
Key Responsibilities:
- Handle inbound calls regarding Summer EBT benefits, applications, and status.
- Provide accurate, professional, and empathetic customer support.
- Explain program requirements, policies, and procedures.
- Document customer interactions and process complaints accurately.
- Research inquiries and resolve issues or escalate when needed.
- Maintain knowledge of program policies and meet call volume, quality, and accuracy standards.
- Identify recurring customer concerns and support process improvements.
Required Qualifications:
- Associate degree preferred, OR
- At least 6 months of call center/customer support experience.
- Strong verbal, written, and interpersonal communication skills.
- Excellent customer service, problem-solving, and data-entry skills.
- Ability to handle difficult interactions calmly and professionally.
- Strong attention to detail and confidentiality.
- Computer, Microsoft Office, and telephone system proficiency.
- Minimum typing speed: 35 WPM.
Preferred:
- Medicaid/CHIP experience.
- Healthcare, public health, or human services experience.
- Experience supporting diverse populations.
- Bilingual skills.
Ideal Profile: Customer service/call center professional with strong communication, empathy, data-entry accuracy, problem-solving abilities, and the ability to work effectively in a high-volume environment.