Customer Experience Associate IV

Conduent • San Antonio, TX

23d • $19 - $19 • Onsite

About The Position

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
• All internals must have 6 months experience in your current role.
• Must be able to successfully pass a criminal background check

Nice To Haves

• Previous experience in a leadership role a plus

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: (9am-6pm with Sunday/Monday off)
• Training time will be for 4 weeks
• Full Benefit Options
• Great Work Environment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED