Customer Experience Associate II

Conduent

7h•$17•Remote

About The Position

Are you an excellent problem solver? Are you passionate about people? Do you exhibit grace under pressure? If so, a Customer Service Representative position with Conduent may be perfect for you and we invite you to apply to join our rapidly growing team of call center professionals in Frankfort, KY. THIS POSITION IS TEMPORARILY REMOTE, YOU MAY BE REQUIRED TO RETURN TO THE OFFICE LOCATED IN FRANKFORT, KY and must be in driving distance to pick up equipment. As a Customer Service Representative with Conduent, you will utilize problem solving skills to manage inbound calls in our state-of-the-art contact center while supporting a large federal government contract. As a Customer Service Representative with Conduent, you will utilize problem solving skills to manage inbound calls in our state-of-the-art contact center while supporting a large federal government contract. If you enjoy helping others, you will find this role to be both challenging and rewarding.

Requirements

Customer focused with a commitment to client satisfaction
Goal oriented high performers
Able and willing to work full-time shift during our hours of operation (Monday-Friday, 8am to 5pm)
Able to closely adhere to a designated work schedule
Able to deliver thorough information within agreed upon call handle times
Strong written and verbal communication skills
Excellent phone and soft skills
Excellent attendance
Detail oriented
Comfortable talking on the phone for extended periods of time
High school diploma or G.E.D.
6 months of customer service or other telephone experience
Must have access to high speed wired internet connection
Access to a quiet work environment free from distractions
Ability to pass a criminal background check AND drug screening
25 WPM typing
Intermediate computer skills and knowledge of basic programs

Responsibilities

Answer phone and email inquiries from medical providers, case managers and other business support professionals
Provide technical support for Commonwealth administrated Medicaid web applications
Performing system research and asking questions to identify the root cause of the caller's issue
Assisting users with system navigation
Walking users through basic troubleshooting steps (clearing cache/cookies, restarting computer)
Documenting calls in CRM (Customer Relationship Management) system
Transferring users to other call centers
Escalating caller's issues
Follow shift schedule and daily break/lunch schedule
Seated all day
Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution.
Identifies customer needs by referring to case notes and examining each as a specific case.
Performs routine call center activities concerning business products and services.
Uses standard scripts and established guidelines and under supervision, to meet SLAs.
Provides customers with information that is specialized and communicated in a warm empathetic manner.
Gathers all necessary information to update the database.
Escalates issues to senior levels, based on complaints or concerns.
Explains company policies to customers.
Performs other duties as assigned.
Complies with all policies and standards.