Connecticut Paid Family Medical Leave (CTPFML) Contact Center Specialist
About The Position
Are you a natural problem-solver who loves helping people feel informed, supported and empowered? Do you thrive in fast-paced environments where every interaction makes a real difference? If so, you might be the perfect fit for our Connecticut Paid Leave Contact Center Team! We’re searching for a highly organized, multitasking superstar with excellent customer service skills to help ensure Connecticut residents can access income replacement during medical leave—whether they’re caring for themselves or someone they love. In this role, you become the calm, confident guide who helps employees and employers understand how to receive compensation through the Paid Family Medical Leave Act (PFMLA). No PFMLA experience? No problem. We’ll train you—what we need is your empathy, attention to detail and ability to help people navigate an evolving, essential public program.
Requirements
- A bachelor’s degree
- Experience providing excellent customer service (any industry!)
- Strong communication, organization and problem-solving skills
- Patience, empathy and the ability to explain complex information clearly
- A team mindset and excitement for building and improving a new statewide program
Nice To Haves
- PFMLA experience
Responsibilities
- Answering questions via phone or email from employees seeking clarity about their PFMLA rights.
- Helping employers understand their responsibilities under the law.
- Researching and following up on more complex questions.
- Ensuring every caller receives accurate, timely information—and documenting outcomes along the way.
- Collaborating with program leaders to shape metrics and quality standards that make our services shine.
- Every day, you’ll bring clarity, reassurance and support to callers who are trying to figure out their next steps.
Benefits
- Competitive Pay – $21/hour
- Hybrid Schedule – after training, enjoy flexibility with 4 remote days and 1 in-office day.
- Great Learning Environment - including professional development and opportunities for growth.
- Be part of a team that’s genuinely passionate about making Connecticut better.
- Language differential: Earn an additional $0.75/hr. for Spanish or Portuguese (or $1.50/hr. for both!) after certification
- An 5% employer-paid 401(k) contribution
- 20 days of PTO per year (accrual begins immediately!)
- 13 paid holidays plus 1 floating holiday
- Generous health benefits, including 80% coverage of your medical plan premium and deductible
- Tuition reimbursement after 1 year
- Employment counts toward Public Service Student Loan Forgiveness
- A supportive, diverse and inclusive culture where you can bring your whole self
- Ongoing learning, professional development, and real opportunities for growth
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
