Call Center Representative
Company: Fortuna BMC
Location: East Hartford
Posted on: January 26, 2023
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Job Description:
Potential for Temp to PermProtentional bonuses for exceptional
qualityHours of operation M-F 8- 4:30 or 8:30-5The site will be
administering a typing assessment onsite before the
interview.Reports directly to a Call Center Supervisor. Provides
courteous and accurate one to one telephone contact 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 beneficiaries
related to Spend-down, My Account password resets and Premium
Billing for the program.* 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.* Maintain technical and
program policy proficiency in the 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 customer service.* 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
process.* Other duties as may be assigned.Experience Requirements
(Candidates must have at least one of the following):* Associates
degree from an accredited college or university preferred or;* Six
months minimum experience in call center environment.Required
skills/abilities* Ability to provide Exemplary Customer Service and
achieve results through respect, empathy, knowledge and
commitment.* Basic understanding of a call center environment and
quality monitoring processes* 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 under pressure* 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 telephone system* Bilingual capabilities a plus*
Ability to type at least 30 WPM._Job ID: CNDTJP00005073_Job Type:
ContractPay: $18.25 per hourSchedule:* Monday to FridayAbility to
commute/relocate:* East Hartford, CT 06108: Reliably commute or
planning to relocate before starting work (Required)Experience:*
Call center: 1 year (Preferred)Work Location: One location
Keywords: Fortuna BMC, East Hartford , Call Center Representative, Other , East Hartford, Connecticut
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