Job Description
Job Description
JOB DESCRIPTION
Job Title: Customer Service Representative (Onsite)
Location: East Hartford, CT
Pay Rate: $21/hour
Schedule: Monday–Friday, 8:00 AM – 4:30 PM
Weekends: Off
Duration: 3-4 Months
Client needs call center or some type of phone experience is required, dispatch, answering calls etc.
Role Overview
As a Customer Service Representative, you will serve as the first point of contact for program applicants and recipients. This role requires excellent customer service skills, active listening, empathy, and professionalism to ensure timely and accurate resolution of inquiries related to social service programs. Outstanding attendance and reliability are essential for success in this role.
Key Responsibilities
- Answer inbound calls from applicants and recipients regarding social service programs
- Actively listen to caller needs and provide accurate, clear, and complete program and account information
- Accurately document all caller interactions in required systems
- Follow established scripts and procedures to ensure compliance and quality standards
- Communicate recurring caller trends, questions, and concerns to call center leadership
- Handle sensitive and confidential information with professionalism and discretion
- Provide calm, empathetic support to callers in difficult or emotional situations
- Resolve calls within required time, quality, and customer satisfaction metrics
- Meet or exceed daily performance standards for call volume, quality, and customer service
Work Schedule & Benefits
- Paid training provided
- Monday–Friday schedule (8:00 AM – 4:30 PM)
- Weekends off
- Positive and supportive work environment
Qualifications & Skills
Candidates who succeed in this role typically demonstrate:
- Strong commitment to attendance, punctuality, and work ethic
- Excellent verbal and written communication skills
- Ability to explain complex information in a clear and concise manner
- Strong problem-solving and conflict-resolution abilities
- Customer-focused mindset with empathy and compassion
- Ability to remain calm and professional in high-volume, structured call center environments
- Comfort navigating multiple software applications simultaneously while researching solutions
- Prior customer service experience
Requirements
- Must be 18 years of age or older
- High School Diploma or equivalent plus at least 6 months of call center experience
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- OR Associate Degree or higher may substitute for call center experience
- Ability to pass a 30 WPM typing test
- Ability to successfully pass a criminal background check and drug test