Customer Experience Associate IV
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. Team Lead Customer Experience Associate IV - (Onsite) $19.00/HR Great Benefits PAID TRAINING! Summary: As a (Team Lead) Customer Service Representative IV- Onsite, you will be supporting our client’s customers as a first point of contact and resolving questions concerning their accounts.
Requirements
- Must be at least 18 years of age or older.
- Must have a High School Diploma or GED
- A minimum of 1-year experience in Call Center or Customer Services
- Previous experience in a leadership role a plus
- All internals must have 6 months experience in your current role.
- Must be able to successfully pass a criminal background check
- Due to varying state and local minimum wage laws, we are currently only able to hire candidates residing in states where our compensation structure complies with applicable wage regulations. As a result, we may be unable to consider applicants from certain states or municipalities at this time.
Nice To Haves
- The ability to convey complex information in clear and concise terms to ensure customer understanding.
- Strong work ethic.
- Effective and accurate written and verbal communication skills.
- Effective problem-solving skills.
- Can navigate multiple applications and research solutions with ease
- Love helping people and guiding them to the best solution for their issue
- Are excited by innovative technology
- Provide calm conflict resolution and problem-solving for frustrated customers
- Can work in a structured environment for the duration of your allotted, full-time schedule taking high-volume calls from customers
- Can commit to 100% attendance for three to five weeks of paid training
Responsibilities
- Monitor an assigned team of Customer Service Representatives (CSRs) in the fast-paced CSC, being always accessible to the Manager, Supervisors, and CSRs.
- Drive compliance to Call Center call-handling procedures to meet contractual call metrics by monitoring CSR call-handling activity using the Call Monitoring Systems.
- Be knowledgeable in Vector policies and procedures and guide delivery of excellent and accurate customer service by CSRs.
- Handle escalated calls in a timely and professional manner ensuring that all customer cases are followed through to closure.
- Conduct weekly touchpoint meetings with your assigned team of CSRs to provide performance feedback and communicate benchmarks for performance.
- Assist the Supervisor in assigning work tasks to CSRs, make recommendations for scheduling, and take an active role in the training of new hires.
- Assist with payroll and attendance records processing as required. Be able to act as a supervisor stand-in as needed.
- Be open to cross-functional training to provide coverage for other departments.
- Possess good writing skills and be able to communicate effectively to convey status updates and report system and procedural issues.
Benefits
- Full-Time Employment
- Pay is $19.00/hr which may be below your state's minimum wage. Please take this into consideration when applying
- Career Growth Opportunities
- Work Schedule: (10am-7pm with Sunday/Tuesday off)
- Training time will be for 4 weeks
- Full Benefit Options
- Great Work Environment
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
