Customer Experience Associate II

Description

Remote Quality Assurance Associate II

$16.50 per hour

Equipment provided

Shift:

Availability between the hours of operation

Monday thru Friday 8:00 AM 5:00 PM EST

Join the Conduent Customer Service Team

Come join us and grow with a team of people who will challenge and inspire you to be the best!

Working for you

Enjoy a positive employeefriendly culture while playing an important role in supporting our clients.

• $16.50 per hour pay rate (biweekly pay)
• Equipment provided.
• Fulltime schedule (40 hrs. a week)
• Career Growth Opportunities
• Full Benefit Options From the start our paid training program will teach you all the skills needed to allow you to become successful in your role. We also offer a full benefits package so youll be able to thrive both personally and professionally.
  
  
  
  Job Description:

Are you an excellent problem solver Are you passionate about people Do you exhibit grace under pressure

If so a Customer Service Representative position with Conduent may be perfect for you and we invite you to apply to join our rapidly growing team of call center professionals in Frankfort KY.

THIS POSITION IS TEMPORARILY REMOTE YOU MAY BE REQUIRED TO RETURN TO THE OFFICE LOCATED IN FRANKFORT KY and must be in driving distance to pick up equipment.

As a Customer Service Representative with Conduent you will utilize problem solving skills to manage inbound calls in our stateoftheart contact center while supporting a large federal government contract.

As a Customer Service Representative with Conduent you will utilize problem solving skills to manage inbound calls in our stateoftheart contact center while supporting a large federal government contract.

If you enjoy helping others you will find this role to be both challenging and rewarding.

A DAY IN THE LIFE OF A CUSTOMER SERVICE REPRESENTATIVE

On any given day you may:

• Answer phone and email inquiries from medical providers case managers and other business support professionals
• Provide technical support for Commonwealth administrated Medicaid web applications
• Performing system research and asking questions to identify the root cause of the callers issue
• Assisting users with system navigation
• Walking users through basic troubleshooting steps (clearing cache/cookies restarting computer)
• Documenting calls in CRM (Customer Relationship Management) system
• Transferring users to other call centers
• Escalating callers issues
• Follow shift schedule and daily break/lunch schedule
• Seated all day

Candidate Qualifications:

• Customer focused with a commitment to client satisfaction
• Goal oriented high performers
• Able and willing to work fulltime shift during our hours of operation (MondayFriday 8am to 5pm)
• Able to closely adhere to a designated work schedule
• Able to deliver thorough information within agreed upon call handle times
• Strong written and verbal communication skills
• Excellent phone and soft skills
• Excellent attendance
• Detail oriented
• Comfortable talking on the phone for extended periods of time

BASIC QUALIFICATIONS:

• High school diploma or G.E.D.
• 6 months of customer service or other telephone experience
• Must have access to high speed wired internet connection
• Access to a quiet work environment free from distractions
• Ability to pass a criminal background check AND drug screening
• 25 WPM typing
• Intermediate computer skills and knowledge of basic programs

Leadership

• Has no supervisory responsibilities.
• Manages own workload.

Problem Solving

• Ability to problem solve selfguided.
• Evaluates issues and solutions to provide the best outcome for the client and endusers.

Interpersonal Skills

• Exchanges information and ideas effectively.

Responsibility Statements

• Assesses calls to provide service immediately be transferred or require followup for client resolution.
• Identifies customer needs by referring to case notes and examining each as a specific case.
• Performs routine call center activities concerning business products and services.
• Uses standard scripts and established guidelines and under supervision to meet SLAs.
• Provides customers with information that is specialized and communicated in a warm empathetic manner.
• Gathers all necessary information to update the database.
• Escalates issues to senior levels based on complaints or concerns.
• Explains company policies to customers.
• Performs other duties as assigned.
• Complies with all policies and standards.
  
  #44Remote

Pay Transparency Laws in some locations require disclosure of compensation and/or benefitsrelated information. For this position actual salaries will vary and may be above or below the range based on various factors including but not limited to location experience and performance. In addition to base pay this position based on business need may be eligible for a bonus or incentive. In addition Conduent provides a variety of benefits to employees including health insurance coverage voluntary dental and vision programs life and disability insurance a retirement savings plan paid holidays and paid time off (PTO) or vacation and/or sick time. The estimated salary range for this role is $18.00 base pay plus ABC incentives.