Connecticut Paid Family Medical Leave (CTPFML) Contact Center Specialist

$43,680 - $43,680/Yr

United Way Of Connecticut - Rocky Hill, CT

Full-time - Entry Level

Hybrid - Rocky Hill, CT

About the position

The Connecticut Paid Family Medical Leave (CTPFML) Contact Center Specialist plays a vital role in assisting Connecticut residents in accessing compensation during medical absences from work. This position involves responding to inquiries from the public and employers regarding the Paid Family Medical Leave Act, ensuring that all callers receive the necessary assistance and information. The role requires strong customer service skills, attention to detail, and the ability to navigate a developing program that provides legal benefits.

Responsibilities

• Respond to inquiries by phone or email from employees seeking information about their rights under the Paid Family Medical Leave Act.
• Research answers to inquiries when necessary and follow up in a timely fashion.
• Work with employers to answer their questions about their obligations under the PFMLA Act.
• Ensure that all callers receive the assistance they need, following up as necessary and documenting outcomes for each call.
• Collaborate with program leaders to establish appropriate metrics and quality assurance measures.

Requirements

• Bachelor's degree.
• Some work experience, ideally with a track record of providing excellent customer service.
• Strong communication skills.
• Excellent organizational, problem-solving, and critical thinking skills.

Nice-to-haves

• Spanish- or Portuguese-speaking skills.

Benefits

• $21.00 per hour pay rate.
• Additional $0.75 per hour for Spanish- or Portuguese-speaking applicants after certification.
• 8% 401(k) contribution.
• 20 days of Paid Time Off in a calendar year, accruing immediately.
• 13 paid holidays per year.
• 80% coverage of medical plan premium and deductible.
• Tuition reimbursement after 1 year.
• Supportive, culturally diverse and inclusive company culture.