Customer Service Representative

Randstad USA; East Hartford (CT); On-site; USD 30,000 - 31,000; Full time

Benefits offered by this job

Medical benefits

401K plan

Dental benefits

Vision benefits

Life insurance

Short-term disability

Job summary

Randstad USA is seeking an experienced call center professional to serve as the first point of contact for community members seeking guidance on social service programs. The role involves handling inbound calls, following scripts, and logging interactions with accuracy and care.

You will de-escalate sensitive situations, document data in the tracking system, and report trends to leadership while meeting daily performance targets.

Qualifications

• Experience in high-volume call center environments or similar settings.
• Ability to follow scripts and procedures precisely.
• Comfort with documenting interactions accurately in a data system.
• Strong communication and empathy when handling sensitive issues.

Responsibilities

• Answer inbound calls from applicants and recipients regarding social service programs and account details.
• Provide clear, accurate guidance while following established procedures and call scripts.
• Accurately document all caller interactions and data into the call tracking system.
• Handle sensitive situations with compassion, de-escalating frustrated callers calmly.
• Identify caller trends and report insights to call center leadership.
• Meet daily performance metrics for call volume, customer satisfaction, and quality.

Skills

High-Volume Call Center

Active Listening

Empathetic De-escalation

Clear Verbal Communication

Written Communication

Data Entry

Problem Solving

Confidentiality

Education

High School

Job description

In this role, you will serve as the vital first point of contact for community members seeking guidance on essential social service programs. You will handle inbound calls, answer questions regarding program requirements and account details, follow structured scripts, and accurately log every interaction. The ideal candidate brings genuine empathy, active listening skills, and the composure needed to navigate complex, sensitive conversations with warmth and confidence. If you thrive in a fast-paced, high-volume call center setting, take pride in outstanding attendance, and love connecting people with solutions, you will excel here.

Responsibilities

• Answer inbound calls from applicants and recipients regarding social service programs and account details.
• Provide clear, accurate guidance while following established procedures and call scripts.
• Accurately document all caller interactions and data into the call tracking system.
• Handle sensitive situations with compassion, de-escalating frustrated callers calmly.
• Identify caller trends and report insights to call center leadership.
• Meet daily performance metrics for call volume, customer satisfaction, and quality.

Core Skills

High-Volume Call Center Customer Service Active Listening & Empathetic De-escalation Clear Verbal & Written Communication Multi-Application Navigation & Accurate Data Entry Problem-Solving & Confidentiality

salary: $21.99 - $22 per hour

shift: First

work hours: 8 AM - 4:30 PM

education: High School

Skills

• Call Center Customer Service
• Verbal, Written Communication
• Problem Solve, Confidentiality

Qualifications

• Years of experience: 0 years
• Experience level: Experienced

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact [e-mail].

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including:

• medical
• prescription
• dental
• vision
• AD&D
• life insurance offerings
• short-term disability
• 401K plan (all benefits are based on eligibility)

This posting is open for thirty (30) days.

Experience

• Experienced

Education

• High School