Call Center Agent

Conduent•Honolulu, HI

1d•Onsite

About The Position

We’re hiring a Call Center Agent you will be supporting our client’s customers as the first point of contact. You will answer questions concerning their accounts. You will help customers with their account issues while providing them with exceptional customer service where you'll play a key role in delivering exceptional customer service and resolving complex customer inquiries. In this position, you will handle escalated customer issues, provide high-quality service support in a fast-paced call center environment. Your assistance will make a positive difference in the organization you support. You will be able to provide successful administration and resolve inquiries and deliver positive customer experience while meeting performance goals.

Requirements

Must be 18 years of age or older.
Have a High School Diploma or an equivalent of education required.
Must be able to submit to a pre-employment screening.
Have legal authorization to work permanently in the United States without requiring a visa transfer or visa sponsorship.
One or more years in Call Center Environment/Customer Experience
Two or more years Medicaid or medical insurance experience
Call center experience in telephone customer service or related experience.
Comfortable working within established processes and procedures.
Must be able to commit 100% attendance during training period
Lift and shift up to 50 lbs.
Must type at least 50 WPM.

Nice To Haves

Strong customer service, communication, and problem-solving skills.
Experience handling escalated customer concerns and complex issues.
Positive and energetic attitude.
Ability to communicate clearly and confidently.
Ability to multi-task and manage time effectively.
Attestation to detail, grammar, and spelling accuracy.
One year of medical insurance or medical office experience, preferred.
Computer system experience with data entry and database documentation knowledge.
Experience handling inbound customer support calls.
Proficient with words and sheets
Self-motivated with an outgoing, positive, energetic attitude
Strong skills with Microsoft Office Suite to create presentations
Possesses excellent public speaking, communication, and presentation skills
Ability to multi-task, manage time and workload effectively with situation to detail
Ability to adapt to and incorporate new technologies, analyze new situations and apply problem-solving skills

Responsibilities

Actively listen to our clients’ customers; by utilizing your customer service experience, passion, and creativity to meet their needs and deliver a world-class experience across every interaction you have with them
Help customers with their accounts, via telephone, email and/or website inquiries from our valued customers but also provide them with exceptional service.
Respond to all administration related customer inquiries by utilizing information learned during training and resources available through people, customer records, and knowledge management systems
Identify customer needs to ensure the customer is provided with complete and accurate information
Process required transactions via mainframe or web-based applications
Maintain a thorough knowledge of the company and client programs, policies, and technology
Communicate effectively in a warm and empathetic manner
Provide support to other positions/operations in cases of heavy workloads or absences
Provide calm conflict resolution and problem resolution for frustrated customers
Convey complex information in clear and concise terms to ensure customer understanding