Customer Experience Associate IV

Conduent State & Local Solutions, Inc • San Antonio, TX

127d • $19

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.
• 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.

Nice To Haves

• 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 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.
• Career Growth Opportunities
• Full Benefit Options
• Great Work Environment

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees