Customer Experience Associate IV

Conduent•Town of Colonie, NY

6d•Onsite

About The Position

As a Team Lead Customer Experience Associate IV (Onsite), you will support customer service operations by assisting Customer Service Representatives (CSRs), ensuring service excellence, driving performance metrics, handling escalated customer concerns, and assisting with training, scheduling, and daily operational support. You will serve as a key resource for employees and leadership while helping deliver exceptional customer experience.

Requirements

Must be at least 18 years old.
Minimum 1 year of experience in a call center Team Lead, supervisory, management, or leadership role.
High school diploma or GED required.
Excellent communication, organizational, and problem-solving skills.
Must successfully pass a background check and drug screening.

Responsibilities

Lead and support Customer Service Representatives (CSRs) in a fast-paced Customer Service Center (CSC), serving as a readily available resource for managers, supervisors, and team members.
Monitor performance and call-handling activities to ensure compliance with call center procedures and contractual performance metrics.
Maintain expertise in policies, procedures, and systems to support the delivery of accurate, high-quality customer service.
Resolve escalated customer inquiries and issues in a timely, professional manner, ensuring all cases are brought to resolution.
Assist with workforce management activities, including task assignments, scheduling recommendations, and onboarding and training of new employees.
Support payroll processing, attendance tracking, and other administrative functions as needed.
Serve as a backup for supervisory responsibilities when required.
Participate in cross-functional training to provide operational support.
Prepare clear and professional written communications, including status updates, reports, and documentation of system or process issues.