Position Overview

We are seeking Customer Experience Associate II professionals to support a high-volume call center environment in East Hartford, CT. This role focuses on delivering exceptional customer service while assisting families with program inquiries related to financial assistance (e.g., summer food benefits such as SNAP).

You will serve as the first point of contact, handling inbound calls, resolving inquiries, and ensuring accurate documentation using internal systems.

• Serve as the primary contact for inbound customer inquiries regarding application status, forms, and follow-ups
• Provide accurate, courteous, and empathetic support via phone
• Document all interactions in call tracking systems with high accuracy
• Research and resolve customer inquiries efficiently
• Escalate calls to leadership or appropriate agencies as needed
• Maintain knowledge of program policies (Summer EBT and related programs)
• Identify trends in customer concerns and recommend service improvements
• Handle sensitive situations professionally, including complaints and escalations
• Meet performance metrics including call volume, quality, and accuracy standards
• Participate in training and continuous improvement initiatives

• High School Diploma or GED required
• At least 6 months of call center or customer service experience
• Strong communication and interpersonal skills
• Ability to multitask and work in a fast-paced environment
• Basic computer proficiency (MS Office, data entry systems)
• Typing speed of 35+ WPM
• Ability to maintain confidentiality and professionalism under pressure

• Associate's degree
• Experience with Medicaid, CHIP, or public assistance programs
• Knowledge of healthcare or human services systems
• Bilingual skills are a plus

• Customer-first mindset with empathy and professionalism
• Strong problem-solving and analytical skills
• Ability to work independently and as part of a team
• Adaptability and flexibility in a dynamic environment
• Attention to detail and accuracy in data entry

• Onsite role in East Hartford, CT
• Standard 40-hour workweek
• Weekly time reporting
• Background check and drug screening require