Customer Experience Associate II

Conduent•Lexington, KY

5d•Remote

About The Position

This is a remote call center customer service representative role for the state of Kentucky. The primary focus is assisting KY residents with various health benefits such as SNAP, Medicaid, and TNAF. Responsibilities include handling multiple call types such as password resets, application status inquiries, application intake and updates, and guiding customers through the government's online application tool. The role involves using multiple systems to input and retrieve data, and dealing with potentially difficult calls from individuals who are missing or have been denied benefits. The position requires adherence to strict schedules and performance goals, including call handling, quality assurance, and customer satisfaction.

Requirements

1 year minimum experience in High Volume Call Centers
1 year minimum Customer Service Experience
High School diploma or GED
Background and drug screening required.
Ability to adhere to a break and lunch schedule
Excellent typing and grammar skills
Ability to navigate a computer
Excellent customer service skills.
Excellent phone etiquette skills
Reliable internet access
Quiet work environment, free of distractions
Must reside in the State of Kentucky for this position

Responsibilities

Answer multiple call types focused on assisting KY residents with a variety of different health benefits (such as SNAP, Medicaid and TNAF).
Handle call types including password resets, application status, application intake/updates.
Assist customers navigating the government's online application tool.
Deal with multiple systems to input and read/interpret data back to the caller.
Handle calls from individuals who are missing/denied benefits.
Take back-to-back calls often, without follow up or time between calls for the duration of your shift.
Answer questions fully and capture data into a client system.
Memorize several scripts verbatim per client policy.
Answer all calls that come into their station and maintain professionalism throughout the call.
Perform business support or technical work, using data organizing and coordination skills.
Perform tasks based on established procedures.
Adhere to a break and lunch schedule daily that is set by the global Workforce team.
Meet goals such as valid transfers, Quality Assurance, and Customer Satisfaction Surveys.