Customer Experience Associate II

Conduent State & Local Solutions, Inc•Middletown, PA

10d•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. Bilingual Customer Service Representative II (Spanish/English) Hybrid (In-Office & Remote Position) Located in Middletown, PA (Must be within 50 miles of office location) Join the Conduent Customer Service Team The high-volume call center located in Middletown, Pennsylvania is growing! Are you seeking an opportunity to make a real impact on a company that appreciates ideas and new ways of thinking? Come join us and grow with a team of people who will challenge and inspire you to be the best! Working for you: Bi-weekly pay at $17.85 per hour (which may be below your state’s minimum wage, please take this into consideration when applying) Training & Production Schedule: Monday-Friday 8:00am-5:00pm EST (Training will be the first 4 weeks) Hybrid Position: Work 2 days in office and 3 days remotely from home after training. Paid Training Full-time schedule (40 hrs. a week) Career Growth Opportunities PerkSpot- Employee discount program 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 you’ll be able to thrive both personally and professionally. Enjoy a positive, employee-friendly culture while playing an important role in supporting our clients. About the Role: The Customer Service Representative will take chats, inbound, and outbound calls on behalf of the child support services for the Commonwealth of Pennsylvania while delivering a strong commitment to exceptional customer service. Ability to answer calls timely, as they are automatically received through blended call queues Ability to answer incoming chat inquiries in a timely and accurate manner Provide a one call resolution through asking pertinent questions to understand members’ concerns Updating member information efficiently and accurately through active listening Maintain up-to-date product knowledge through offered training Utilizing soft skills while engaging with members Maintain a calm & positive demeanor while engaging with members Excellent time management & multitasking skills Reviewing Quality Assurance assessments within a timely manner Escalating member concerns to the call center management team Maintain adherence to all key performance indicators as set forth within the call center & corporate guidelines All other duties as assigned Those successful in this role: Punctual, reliable, & consistent attendance Display effective communication & ability to follow communication procedures/guidelines Possess proficient computer skills in computer programs such as Microsoft 365, AVAYA phone systems, and other miscellaneous programs.

Requirements

High School diploma or GED
Minimum of one year of experience in a customer service roll and call center experience preferred
Ability to pass a background check.
Ability to sit for long periods of time.
Punctual, reliable, & consistent attendance
Display effective communication & ability to follow communication procedures/guidelines
Possess proficient computer skills in computer programs such as Microsoft 365, AVAYA phone systems, and other miscellaneous programs.

Responsibilities

Ability to answer calls timely, as they are automatically received through blended call queues
Ability to answer incoming chat inquiries in a timely and accurate manner
Provide a one call resolution through asking pertinent questions to understand members’ concerns
Updating member information efficiently and accurately through active listening
Maintain up-to-date product knowledge through offered training
Utilizing soft skills while engaging with members
Maintain a calm & positive demeanor while engaging with members
Excellent time management & multitasking skills
Reviewing Quality Assurance assessments within a timely manner
Escalating member concerns to the call center management team
Maintain adherence to all key performance indicators as set forth within the call center & corporate guidelines
All other duties as assigned