Call Center Agent

Conduent•Columbia, SC

12d•Onsite

About The Position

We are seeking a dedicated and experienced Call Center Agent (Customer Service Specialist) to join our team in Columbia, South Carolina. This role serves as a Level 2 point of contact for resolving escalated customer inquiries, conducting research, and gathering information related to customer requests and work assignments. The ideal candidate will possess strong customer service expertise, exceptional communication skills, and the ability to navigate complex customer situations while maintaining high standards of professionalism and accuracy. This position supports the South Carolina Child Support Program and works closely with state personnel and customers. The Customer Service Specialist operates under general supervision and is responsible for meeting established service level standards for courtesy, accuracy, and response time.

Requirements

High School Diploma or equivalent required.
Minimum of 3 years of experience in a large-scale, complex, multi-function call center environment.
Minimum of 1 year of experience in a lead, supervisory, or task management role.
Strong organizational and interpersonal communication skills.
Excellent analytical, problem-solving, and decision-making abilities.
Ability to maintain professionalism in a customer-facing environment.
Proficiency with Microsoft Windows, Word, Excel, and Outlook.
Dependable work history with strong attendance and performance records.
Successful completion of a background check.
Successful completion of a drug screening.
Ability to work onsite in Columbia, SC.

Nice To Haves

Experience working within Child Support Services or a related government program.
Knowledge of child support processes and regulations.
Experience collaborating with government agencies or public service programs.

Responsibilities

Serve as a Level 2 escalation resource for customer inquiries and issue resolution.
Research and gather information necessary to address complex customer concerns.
Coordinate with State Regional Contact Personnel regarding assigned tasks and customer requests.
Deliver outstanding customer service while meeting performance and quality standards.
Maintain accurate documentation of customer interactions and case information.
Communicate professionally with internal teams, customers, and external stakeholders.
Analyze customer concerns and recommend appropriate resolutions.
Demonstrate reliability, professionalism, and punctuality in a customer-facing environment.
Support operational goals and contribute to a positive team atmosphere.