Customer Care/Call Center ^ Customer Care Lead

This Opportunity • East Hartford, CT

5d • Onsite

About The Position

We are seeking an experienced Call Center Lead to support a high-volume customer service team in East Hartford, CT. This position serves as a key resource for call center representatives by providing coaching, handling escalated customer calls, supporting supervisors, and helping ensure exceptional customer service. In addition to leadership responsibilities, the Call Center Lead serves as a frontline customer service representative, assisting consumers with program information, account support, password resets, and billing inquiries while maintaining the highest standards of quality and professionalism.

Requirements

• Associate's degree required.
• Minimum of 2 years of call center experience.
• Strong understanding of call center operations and quality monitoring.
• Excellent customer service, communication, and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Ability to multitask and perform well under pressure.
• Ability to maintain confidentiality and handle sensitive information.
• Strong data entry and documentation skills.
• Proficiency with Microsoft Office applications.
• Must successfully pass a criminal background check.
• Must successfully pass an 8-panel drug screen.
• Must be able to work onsite throughout the assignment.

Nice To Haves

• Previous leadership, coaching, mentoring, or team lead experience is highly preferred.
• Experience supporting healthcare, Medicaid, CHIP, managed care, insurance, or public assistance programs is a plus.
• Experience using Avaya or similar call center phone systems is preferred.
• Bilingual skills are a plus.

Responsibilities

• Serve as a resource and mentor for Customer Service Representatives.
• Support supervisors with daily floor operations and workflow management.
• Act as the primary point of contact when supervisors are unavailable.
• Assist with onboarding and training new team members.
• Provide coaching and guidance to improve agent performance and customer service quality.
• Handle escalated customer concerns and difficult calls professionally.
• Communicate policy and procedure updates to the team.
• Work independently on assigned projects and departmental initiatives.
• Respond to inbound calls from consumers and providers regarding program services and account information.
• Assist customers with password resets and online account access.
• Research and resolve customer inquiries accurately and efficiently.
• Document all customer interactions in the call tracking system.
• Forward calls to leadership or appropriate agencies following established procedures.
• Handle complaints according to company policies and procedures.
• Identify trends in customer inquiries and recommend service improvements.
• Meet or exceed performance goals for quality, accuracy, productivity, and customer satisfaction.
• Maintain accurate documentation and case records.
• Report technical issues affecting systems or equipment.
• Participate in training, quality assurance, and continuous improvement initiatives.
• Perform additional duties as assigned.

Benefits

• $22.04 per hour
• Monday-Friday schedule with weekends off.
• Opportunity to lead and mentor a customer service team.
• Collaborative, supportive work environment.
• Gain valuable leadership experience while making a positive impact on customers every day.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree