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MMC Group LP Logo MMC Group LP · Call Center

Customer Service Representative - Call Center

United States, East Hartford 19.94 USD / Hour · Job Posted May 04, 2026
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Job Description

We are seeking a detail-oriented and customer-focused Customer Service Representative to support a high-impact public assistance program. In this role, you will serve as the primary point of contact for families seeking information about financial assistance programs, including SNAP-related summer food benefits. You will provide accurate, timely information, document interactions, and ensure a high level of service while navigating a fast-paced call center environment.

Job Responsibility

  • Serve as the first point of contact for inbound inquiries regarding applications, status updates, and required documentation
  • Provide professional, one-on-one phone support to consumers and program participants
  • Accurately document all customer interactions in designated systems
  • Maintain up-to-date knowledge of Summer EBT and related program policies
  • Route calls appropriately to leadership or partner agencies when required
  • Deliver clear, accurate, and complete information based on program guidelines
  • Track call trends, identify recurring issues, and recommend service improvements
  • Handle escalated or sensitive situations with professionalism and composure
  • Enter and manage complaints in accordance with internal procedures
  • Conduct research to resolve customer inquiries when necessary
  • Report technical or system issues to management
  • Meet or exceed performance metrics for call volume, accuracy, and customer satisfaction
  • Participate in training and quality improvement initiatives
  • Perform additional duties as assigned

Requirements

  • Associate's degree from an accredited college or university
  • At least 6 months of recent experience in a call center or customer support environment
  • Strong customer service orientation with a focus on empathy, accuracy, and professionalism
  • Understanding of call center operations and quality standards
  • Ability to build effective working relationships with diverse populations
  • Strong problem-solving and analytical skills
  • High level of attention to detail, especially in data entry and documentation
  • Ability to manage multiple tasks and meet deadlines in a structured environment
  • Strong verbal, written, and interpersonal communication skills
  • Ability to maintain confidentiality and professionalism at all times
  • Comfortable working independently with accountability for performance
  • Proficiency in Microsoft Office and call center systems
  • Typing speed of at least 35 WPM
  • Bilingual skills are a plus

Nice to have

  • Experience supporting Medicaid, CHIP, or public assistance programs
  • Familiarity with public health or human services environments

What we offer

  • Medical, dental, and vision coverage
  • Life and disability insurance
  • Additional voluntary benefits
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