Customer Service Representative Job at MMC Group LP (East Hartford)

Job Description

As a Customer Service Representative, you will be supporting our customers as a first point of contact and will be assisting in providing program, account information and password reset assistance for the online consumer portal. We will rely on you to actively listen to our customers and use your customer service skills, passion and creativity to meet their needs. You will need to have the ability to ensure call resolution in a timely manner, have excellent verbal and written communication skills, maintain the highest standards of quality, guarantee customer satisfaction on every call and other duties as assigned.

Job Responsibility

Act as initial point of contact for inquiries from potential and existing beneficiaries related to Client programs
Provide one-to-one telephone contact with consumers and providers
Assist with password resets
Accurately respond to incoming calls received by the call center
Accurately document all interactions with consumers
Properly forward calls to Call Center Leadership or other CT agencies per procedures
Provide clear, complete, accurate and objective information based on full understanding of program requirements
Log calls into call tracking system
note trends in consumer questions and concerns, report and recommend measures to improve customer service
Work with consumers in difficult situations
Handle and data enter complaints in accordance with approved policies and procedures
Meet and exceed daily standards for calls answered, customer service, and quality

Requirements

Must be at least 18 years of age or older
Must have a High School Diploma, or equivalent and six months minimum experience in call center environment
Associate degree or higher without call center experience
Must be able to pass 30 wpm typing test
Must be able to pass a customer service assessment

Nice to have

The ability to convey complex information in clear and concise terms to ensure customer understanding
Strong commitment and work ethic
Outstanding Attendance
Effective and accurate written and verbal communication skills
Effective problem-solving skills
Customer Service Experience
Can navigate multiple applications and research solutions with ease
Love helping people and guiding them to the best solution for their issue
Are excited by innovative technology
Provide calm conflict resolution and problem solving for frustrated customers
Can work in a structured environment for the duration of your allotted, full-time schedule taking high-volume calls from consumers