Senior Call Center Agent, E Hartford, CT

Hire Evolution Consulting; East Hartford (CT); On-site; USD 21,000 - 30,000; Full time

Job summary

Hire Evolution Consulting in East Hartford, CT seeks a Senior Customer Service Representative to be the main contact for customers, delivering information, guidance, and assistance with a strong emphasis on empathy and quality service. The role handles high-volume inbound calls, documents interactions, and follows established processes to ensure accurate support.

The ideal candidate has exceptional verbal and written communication, active listening, problem-solving abilities, and reliability.

Qualifications

• Strong customer service orientation and a genuine interest in helping others.
• Excellent verbal and written communication skills, with the ability to explain complex information in clear and concise terms.
• Strong active listening and interpersonal skills.
• Effective problem-solving, research, and conflict-resolution abilities.
• Ability to remain calm, professional, and empathetic when dealing with frustrated or upset customers.
• Ability to navigate multiple software applications and systems while maintaining accuracy and efficiency.
• Strong attention to detail and accurate documentation skills.
• Ability to work independently and collaboratively within a structured, team-oriented environment.
• Ability to manage high call volumes while maintaining quality and customer service standards.
• Demonstrated reliability, strong work ethic, and commitment to attendance and punctuality.
• Must be at least 18 years of age.
• High school diploma or equivalent.
• Minimum of six months of call center experience.
• An associate degree or higher may be considered in lieu of the required call center experience.
• Minimum typing speed of 30 words per minute.
• Successful completion of required pre-employment background screening and drug testing.

Responsibilities

• Respond to high volumes of inbound customer calls and provide accurate information and assistance.
• Document all customer interactions clearly, accurately, and thoroughly within designated systems.
• Follow established scripts, policies, procedures, and guidelines to ensure consistent service delivery.
• Provide clear, complete, and accurate information based on established processes and requirements.
• Identify and communicate recurring customer inquiries, concerns, and trends to call center leadership.
• Handle challenging and sensitive customer interactions with professionalism, patience, and empathy.
• Research customer inquiries and work toward timely and effective resolution.
• Meet or exceed established performance expectations for call volume, customer service, quality, and accuracy.
• Navigate multiple software applications and systems efficiently while assisting customers.
• Maintain a professional and customer-focused approach throughout all interactions.
• Demonstrate consistent attendance and punctuality.
• Perform other duties as assigned.

Skills

Customer service

Communication skills

Active listening

Empathy

Problem solving

Documentation accuracy

Call center experience

Typing speed 30 wpm

Education

High school diploma or equivalent

Associate degree or higher may be considered

Job description

Position Title: Senior Customer Service Representative

Onsite: E Hartford, CT

Position Objective

The Senior Customer Service Representative serves as the primary point of contact for customers, providing information, guidance, and assistance in a professional, customer-focused manner.

This role requires individuals with strong active listening skills, empathy, and a commitment to delivering exceptional customer service. The successful candidate will respond to inquiries, research information, resolve issues, and ensure customers receive accurate and timely assistance.

The ideal candidate will demonstrate excellent verbal and written communication skills, strong problem-solving abilities, attention to detail, and the ability to maintain high standards of quality and customer satisfaction. Dependable attendance and punctuality are essential.

Respond to high volumes of inbound customer calls and provide accurate information and assistance.

Document all customer interactions clearly, accurately, and thoroughly within designated systems.

Follow established scripts, policies, procedures, and guidelines to ensure consistent service delivery.

Provide clear, complete, and accurate information based on established processes and requirements.

Identify and communicate recurring customer inquiries, concerns, and trends to call center leadership.

Handle challenging and sensitive customer interactions with professionalism, patience, and empathy.

Research customer inquiries and work toward timely and effective resolution.

Maintain confidentiality and exercise discretion when handling sensitive and personal information.

Meet or exceed established performance expectations for call volume, customer service, quality, and accuracy.

Navigate multiple software applications and systems efficiently while assisting customers.

Maintain a professional and customer-focused approach throughout all interactions.

Demonstrate consistent attendance and punctuality.

Perform other duties as assigned.

Monday to Friday, 8:00 a.m. – 4:30 p.m.

Structured, fast-paced call center environment.

High-volume inbound call environment requiring employees to remain engaged and productive throughout their scheduled shifts.

Skills & Qualifications

Strong customer service orientation and a genuine interest in helping others.

Excellent verbal and written communication skills, with the ability to explain complex information in clear and concise terms.

Strong active listening and interpersonal skills.

Effective problem-solving, research, and conflict-resolution abilities.

Ability to remain calm, professional, and empathetic when dealing with frustrated or upset customers.

Ability to navigate multiple software applications and systems while maintaining accuracy and efficiency.

Strong attention to detail and accurate documentation skills.

Ability to work independently and collaboratively within a structured, team-oriented environment.

Ability to manage high call volumes while maintaining quality and customer service standards.

Demonstrated reliability, strong work ethic, and commitment to attendance and punctuality.

Must be at least 18 years of age.

High school diploma or equivalent.

Minimum of six months of call center experience.

An associate degree or higher may be considered in lieu of the required call center experience.

Minimum typing speed of 30 words per minute.

Successful completion of required pre-employment background screening and drug testing.