Call Center Agent

Call Center Agents

Schedule: Monday - Friday, 8:00 AM - 4:30 PM

Compensation and Benefits

• Pay Rate: Up to $20 per hour
• Weekends Off
• Paid Training Provided
• Positive and Supportive Work Environment

Position Overview

As a Call Center / Customer Service Representative, you will serve as the first point of contact for individuals seeking assistance with various social service programs. You will provide program and account information while delivering exceptional customer service through active listening, empathy, and effective problem-solving.

Success in this role requires strong communication skills, attention to detail, reliability, and the ability to resolve customer concerns efficiently while maintaining the highest standards of quality and professionalism. Outstanding attendance and punctuality are essential.

Essential Responsibilities

• Answer inbound calls from program applicants and recipients regarding social service programs.
• Accurately document all customer interactions within designated systems.
• Follow established scripts and procedures to ensure compliance and consistency.
• Provide clear, complete, and accurate information based on a thorough understanding of program requirements.
• Identify and communicate trends in customer questions and concerns to call center leadership.
• Assist callers experiencing challenging situations by demonstrating empathy, patience, and professionalism.
• Resolve customer inquiries while meeting established performance expectations and service metrics.
• Handle confidential and sensitive information appropriately.
• Meet or exceed daily standards for call volume, quality, accuracy, and customer satisfaction.
• Perform additional duties as assigned.

Qualifications

Required:

• Must be 18 years of age or older.
• High School Diploma or equivalent plus a minimum of six (6) months of call center experience.

OR

• Associate degree or higher, which may substitute for the required call center experience.
• Ability to type at least 30 words per minute.
• Ability to successfully pass a criminal background check and drug screening.

Preferred Skills and Attributes

Successful candidates typically possess:

• Strong work ethic with a proven record of attendance and punctuality.
• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• The ability to explain complex information clearly and concisely.
• Effective problem-solving and conflict resolution abilities.
• Compassion, patience, and a genuine desire to help others.
• Experience navigating multiple software applications simultaneously.
• The ability to work independently within a structured, high-volume call center environment.
• The ability to remain calm and professional when handling difficult customer interactions.

Work Environment

• Full-time schedule: Monday through Friday
• Hours: 8:00 AM - 4:30 PM
• No weekends required
• Fast-paced, high-volume call center environment
• Training provided to support your success in the role

Additional Requirements

• Drug Screen: 8-Panel Standard (THC is Okay)
• Background Check: 7 Year Criminal Check with Education and Employment Verification
• Weekly timesheet submission required.

Work Location

77 Hartland Street East Hartford, CT 06108