Senior Customer Service Rep - CT Programs Support

TEEMA; Hartford (CT); On-site; USD 36,000 - 60,000; Full time

Job summary

TEEMA is seeking a Sr. Customer Service Representative in Hartford, CT to be the first point of contact for beneficiaries. You will provide program information, handle password resets, and document interactions in the call center system.

You will communicate clearly by phone and written correspondence, resolve issues promptly, and collaborate with CT agencies to ensure high customer satisfaction and adherence to procedures.

Qualifications

• Ability to resolve calls in a timely manner.
• Excellent verbal and written communication skills.
• Maintain high standards of quality and guarantee customer satisfaction.

Responsibilities

• Act as initial point of contact for inquiries from beneficiaries related to Client programs.
• Provide one-to-one telephone contact with consumers and providers.
• Assist with password resets.
• Accurately respond to incoming calls received by the call center.
• Accurately document all interactions with consumers.
• Forward calls to Call Center Leadership or other CT agencies per procedures.
• Provide clear, complete, accurate and objective information based on program requirements.
• Log calls into call tracking system; note trends and report improvements.
• Work with consumers in difficult situations.
• Handle and data enter complaints in accordance with policies.
• Meet and exceed daily standards for calls answered, customer service, and quality.

Skills

Call center

Customer service

Verbal communication

Written communication

Data entry

Problem solving

Tools

CRM software

Job description

TEEMA is seeking a Sr. Customer Service Representative in Hartford, CT to be the first point of contact for beneficiaries. You will provide program information, handle password resets, and document interactions in the call center system.

You will communicate clearly by phone and written correspondence, resolve issues promptly, and collaborate with CT agencies to ensure high customer satisfaction and adherence to procedures.