Call Center Specialist CSR - EBT Program

MMC Group•East Hartford, CT

6h•Onsite

About The Position

This role involves assisting Connecticut families seeking Summer EBT benefits. The Customer Experience Associate II will serve as the first point of contact, providing guidance, answering questions, and ensuring every caller receives exceptional service. The ideal candidate is patient, detail-oriented, and passionate about helping people through meaningful conversations.

Requirements

Associate degree preferred, OR At least 6 months of recent call center customer service experience
Outstanding customer service with empathy and professionalism
Strong verbal and written communication skills
Excellent active listening skills
Ability to remain calm under pressure
Strong problem-solving and critical thinking abilities
Accurate data entry and documentation skills
Ability to multitask while maintaining attention to detail
Comfortable working with diverse populations
Proficiency with Microsoft Office and computer systems
Ability to maintain confidentiality

Nice To Haves

Medicaid, CHIP, healthcare, or human services experience
Public assistance or government program experience
Bilingual (English/Spanish)

Responsibilities

Answer incoming customer calls professionally and courteously.
Assist callers with application status, application questions, and requests for additional information.
Accurately document every customer interaction.
Research customer inquiries and provide clear, accurate information.
Escalate calls appropriately when needed.
Process complaints following established procedures.
Enter and update information within multiple computer systems.
Monitor trends in customer inquiries and report recurring issues.
Meet daily quality, productivity, and customer service goals.
Participate in ongoing training and quality improvement initiatives.