Customer Care/Call Center Specialist/CSR

MMC Group•East Hartford, CT

7d•Onsite

About The Position

We are seeking reliable and customer-focused professionals for an onsite Customer Service Representative opportunity supporting a high-volume call center environment. This role serves as the first point of contact for customers and beneficiaries, providing assistance with program information, account support, password resets, and general inquiries. The ideal candidate will have strong customer service skills, excellent communication abilities, and the ability to navigate multiple systems while delivering timely and accurate call resolution. Candidates must be comfortable working in a structured, fast-paced environment handling a high volume of inbound calls.

Requirements

Must be at least 18 years of age or older
High School Diploma or equivalent required, with a minimum of 6 months of call center experience
Must be able to pass a 30+ WPM typing test (score must be included on resume)
Must be able to pass a customer service assessment
Must successfully pass a criminal background check and drug screening

Nice To Haves

Associate degree or higher may substitute for call center experience
Ability to explain complex information clearly and concisely
Strong customer service mindset with a commitment to helping others
Excellent attendance and strong work ethic
Effective written and verbal communication skills
Strong problem-solving and conflict resolution abilities
Ability to remain calm and professional with frustrated customers
Comfortable navigating multiple systems and researching solutions quickly
Ability to work a full-time schedule in a structured, high-volume environment
Positive attitude and excitement for technology and customer support solutions

Responsibilities

Serve as the initial point of contact for potential and existing beneficiaries regarding program-related questions
Provide one-on-one telephone support to consumers and providers
Assist customers with online portal access and password resets
Accurately handle incoming calls in a high-volume call center setting
Document all customer interactions thoroughly and accurately
Forward calls appropriately to leadership or partnering agencies based on established procedures
Provide clear, complete, and accurate information based on program guidelines
Log calls into the call tracking system and identify trends in customer concerns
Report recurring issues and recommend service improvements
Support customers through difficult situations with professionalism and empathy
Handle complaints and complete data entry in accordance with policies and procedures
Meet and exceed daily productivity, quality, and customer service standards