Remote Customer Experience Associate III
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. As a Customer Service Representative III, you will assist the EPS Call Center with all aspects of the customer service functions, including receiving 80 inbound calls from Debit card cardholders; provide appropriate and accurate information over the telephone. Under the department supervisor(s) direction, CCA III will assist with supervisor calls and callbacks, agent chat assistance and any other related task.
Requirements
- A dependable team member with a strong work ethic who values punctuality and can commit to a consistent work schedule, including 100% attendance during our three-to-six-week paid training period.
- An effective and confident communicator with strong written and verbal skills, able to clearly explain complex information and connect with customers in a professional manner.
- A calm and composed professional who can navigate challenging conversations with empathy and efficiency.
- A customer service enthusiast who excels in navigating multiple screens and applications while guiding customers to the best solution.
- A tech-savvy problem solver who’s comfortable learning and adapting to new tools and technologies.
- A focused multitasker who thrives in a structured, high-volume call center environment.
- Must be at least 18 years old and possess a High School Diploma or equivalent.
- Must have 6 months of Customer Service, Call Center or Dispatch experience.
- Complete a background check, credit check, and security fingerprinting.
- All internals must be in their current roles for 6 months or more
- Completion of a mandatory 3-week training program (Week 1 classroom; Weeks 2–3 call handling with support).
- Must maintain an average quiz score of 80%+ and complete all required E-Learning training.
- Must have a secure, reliable high-speed internet connection, including a verified speed test of at 50 download Mbps & 50 upload; (no Wi-Fi).
- Must maintain a dedicated workspace with a desk and chair, a direct wired internet connection, and work in a quiet, distraction-free environment.
Nice To Haves
- 1+ years of previous call center experience
Responsibilities
- Assists with inbound calls from cardholders with questions or concerns about their Debit card accounts when an escalation is needed or call volume is required.
- Assists with supervisor call backs
- Assists with agent chat assistance
- Assists with the call center floor to assist representatives with questions or difficult telephone calls.
- Answers inquiries regarding general dispute process
- Data entry of disputes when necessary
- Assist department supervisor and manager in implementation of work assignments. Act as department supervisor without supervisor/manager.
- Performs all other duties as assigned.
Benefits
- Full Benefit Options
- health insurance coverage
- voluntary dental and vision programs
- life and disability insurance
- a retirement savings plan
- paid holidays
- paid time off (PTO) or vacation and/or sick time
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
