What are the responsibilities and job description for the Senior Customer Service Representative (In-Office) position at Hire Evolution Consulting?
Job Description
Job Description
Job Description :
We are seeking a highly motivated and customer-focused Senior Customer Service Representative to join our team in East Hartford. As the first point of contact for our customers, you will play a vital role in delivering outstanding service by providing program information, assisting with password resets, and ensuring prompt issue resolution. We’re looking for someone who is passionate about customer satisfaction, has excellent communication skills, and can handle calls in a professional and empathetic manner.
Key Responsibilities :
Serve as the primary contact for inquiries from beneficiaries related to client programs.
Provide one-on-one telephone support to consumers and providers.
Assist customers with password resets and account issues.
Accurately document all customer interactions in the call tracking system.
Forward calls to Call Center Leadership or other agencies as required.
Offer clear, accurate, and complete information about program requirements.
Identify trends in consumer questions and recommend service improvements.
Handle customer complaints professionally and in accordance with approved procedures.
Maintain high-quality standards and meet daily call resolution goals.
Qualifications :
Must be at least 18 years old.
High School Diploma or equivalent with at least 6 months of call center experience.
OR an Associate degree or higher without prior call center experience.
Ability to type at least 30 words per minute (WPM).
Successful completion of a customer service assessment.
Ability to pass a criminal background check and drug test.
Preferred Skills :
Strong verbal and written communication skills.
Ability to work efficiently and resolve issues in a timely manner.
A passion for delivering exceptional customer service.
Experience handling difficult customer situations professionally.
