Customer Experience Associate II

Conduent • Frankfort, KY

145d • $16 • Hybrid

About The Position

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day. This position is for a Remote Call Center Customer Service Representative for the state of Kentucky (must live in/near Frankfort, Kentucky) with a pay rate of $16.50 per hour. Equipment will be provided, and the role is full-time, Monday through Friday from 8am to 4:30pm EST.

Requirements

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

Nice To Haves

• Customer focused with a commitment to client satisfaction.
• Goal-oriented high performers.
• Strong written and verbal communication skills.
• Excellent phone and soft skills.
• Excellent attendance and detail-oriented.
• Comfortable talking on the phone for extended periods.

Responsibilities

• Answer multiple call types focused on assisting KY residents with various benefits such as Child Support, SNAP, Medicaid, and TNAF.
• Handle calls regarding password resets, application status, application intake/updates, and assist customers in navigating the government's online application tool.
• Take calls from individuals with general questions about their child support payments and other child support concerns.
• Assess calls to provide immediate service, transfer calls, or require follow-up for client resolution.
• Identify customer needs by referring to case notes and examining each as a specific case.
• Perform routine call center activities concerning business products and services.
• Use standard scripts and established guidelines to meet SLAs under supervision.
• Provide customers with specialized information communicated in a warm, empathetic manner.
• Gather necessary information to update the database and escalate issues to senior levels based on complaints or concerns.
• Explain company policies to customers and perform other duties as assigned.

Benefits

• Health insurance coverage.
• Voluntary dental and vision programs.
• Life and disability insurance.
• Retirement savings plan.
• Paid holidays.
• Paid time off (PTO) or vacation and/or sick time.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Administrative and Support Services
• Education Level: High school or GED