Customer Care/Call Center ^ Customer Care Specialist ^ Inter

Customer Experience Associate II – Call Center

• Location: East Hartford, CT 06108• Pay Rate: $19.94/hour• Schedule: Monday–Friday, 8:30 AM–5:00 PM• Hours: 40 hours per week• Employment Type: W-2 Contract• Assignment: October 1 – December 31, 2026• Openings: 5• Work Setting: Onsite

Position Overview

We are seeking customer-focused Customer Experience Associates to support a busy call center operation in East Hartford, CT.

This position provides telephone assistance to families seeking information about Summer EBT and related food-assistance benefits for children. Representatives will answer incoming calls, assist with application questions and status inquiries, document customer interactions, research issues, and provide accurate information regarding program requirements.

The ideal candidate has previous call center or customer service experience, strong computer and data-entry skills, and the ability to remain professional and empathetic when assisting customers in challenging situations.

Key Responsibilities

• Answer incoming calls and provide courteous, accurate customer service.
• Assist consumers with questions regarding application status, forms, and requests for additional information.
• Provide one-on-one telephone assistance to consumers and service providers.
• Accurately document all customer interactions in designated systems.
• Enter and maintain information in call-tracking and customer service systems.
• Research customer inquiries and provide accurate information based on program guidelines.
• Maintain knowledge of Summer EBT and related program policies and procedures.
• Route or escalate calls to appropriate leadership or agencies when necessary.
• Assist customers in difficult or sensitive situations with professionalism and empathy.
• Document and process customer complaints according to established procedures.
• Identify trends in customer questions and concerns and communicate them to management.
• Meet established daily standards for call volume, accuracy, quality, and customer service.
• Participate in training and quality-improvement activities.
• Report technical or system issues to management as appropriate.

These duties reflect the call handling, documentation, research, complaint processing, escalation, and productivity requirements outlined in the requisition.

Qualifications

Candidates should have:

• At least 6 months of experience in a call center support environment.
• Associate degree preferred, but not required.
• Strong customer service skills.
• Ability to type at least 35 WPM.
• Accurate data-entry and spelling skills.
• Basic understanding of call center operations and quality standards.
• Strong verbal, written, and interpersonal communication skills.
• Ability to navigate computer systems and Microsoft Office applications.
• Strong problem-solving skills.
• Ability to handle multiple tasks and meet deadlines.
• Ability to remain professional and composed in stressful customer situations.
• Ability to maintain confidentiality.
• Ability to work independently and remain accountable for assigned responsibilities.
• Strong attendance and reliability.

The requisition specifically identifies six months of call center support experience as the minimum experience requirement and a typing speed of at least 35 WPM.

Preferred Experience

Experience with any of the following is a plus, but not required:

• Medicaid or CHIP programs
• SNAP, EBT, or public-benefit programs
• Healthcare customer service
• Human services
• Government programs
• Benefits or eligibility support
• High-volume inbound call centers
• Bilingual customer service

Knowledge of Medicaid, CHIP, public health, or human-services systems is specifically listed as preferred rather than required.

Schedule

Monday–Friday 8:30 AM–5:00 PM 40 hours per week

The requisition specifically states that the hours of operation are Monday through Friday only.

Additional Requirements

• Background check required
• 8-panel drug screen required
• Employment and education verification required
• Must be able to work onsite in East Hartford, CT