Customer Care Specialist
Company: Veterans Sourcing Group
Location: East Hartford
Posted on: November 15, 2022
Customer Care Specialist
East Hartford, CT
3 months Temp to Perm
Pay rate: $18.25/hr W2
Protentional bonuses for exceptional quality
Hours of operation M-F 8:00am- 4:30pm or 8:30am-5:00pm
Ability to type at least 35 WPM
Candidates must be committed to working 40 hours a week and being
reliable They must not miss any time during the three week training
and can only miss one day a month until they are converted.
Reports directly to a Call Center Supervisor. Provides courteous
and accurate one to one telephone contact with HUSKY consumers,
assisting in providing program, account information and password
reset assistance for the online Consumer Portal. Use the designated
system to document calls, requests and status information.
Essential duties may include, but are not limited to:
Act as initial point of contact for inquiries from potential and
existing HUKSY beneficiaries related to Spend-down, My Account
password resets and Premium Billing for the HUSKY Program.
Provide one-to-one telephone contact with consumers and
Assist with password resets.
Accurately respond to incoming calls received by the call
Accurately document all interactions with consumers.
Maintain technical and program policy proficiency in the HUSKY
Health rules/guidelines and other related program policies.
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
Work with consumers in difficult situations.
Handle and data enter complaints in accordance with approved
policies and procedures.
Research inquiries as needed
Report any technical problems with equipment, systems or facilities
to Call Center Manager
Meet and exceed daily standards for calls answered, accuracy,
customer service, and quality.
Participate in training activities as needed.
Participate in and contributes to the quality improvement
Other duties as may be assigned.
Minimum Experience Requirements (Candidates must have at least one
of the following):
Associates degree from an accredited college or university
6 month minimum experience in call center environment.
Knowledge and operational experience in Medicaid and/or CHIP
programs a plus.
General knowledge of public health, Medicaid and human services
Ability to provide Exemplary Customer Service and achieve results
through respect, empathy, knowledge and commitment.
Basic understanding of a call center environment and quality
Ability to establish and maintain effective working relationships
with Consumers and co-workers.
Ability to problem solve through analysis and ongoing feedback.
Ability to work with people of diverse backgrounds.
Data entry skills to include accuracy and spelling
Ability to handle multiple tasks and meet deadlines; flexibility
Ability to maintain strict confidentiality
Ability to maintain self-control under stressful situations.
Ability to work independently and maintain accountability
Excellent verbal, written, and interpersonal skills
Proficient in use of computer, including MS Office Suite and
Bilingual capabilities a plus
Ability to type at least 35 WPM.
Keywords: Veterans Sourcing Group, East Hartford , Customer Care Specialist, Other , East Hartford, Connecticut
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