Customer Support Specialist (Hybrid)

Conduent • Albuquerque, NM

19h • Hybrid

About The Position

We’re hiring a Customer Support Specialist in Alburquerque, NM. where you'll play a key role in delivering exceptional customer service and resolving complex customer inquiries. In this position, you will handle escalated customer issues, provide end-to-end case resolutions, and serve as a subject matter expert for both customers and team members. This role is ideal for experienced customer service professionals who enjoy problem-solving, coaching others, and making a positive impact on the customer experience. Your assistance will make a positive difference in the organization you support. You will be able to provide successful administration and resolve inquiries and deliver positive customer experience while meeting performance goals.

Requirements

• Must be 18 years of age or older.
• Have a High School Diploma or an equivalent of education; additional training or related experience is plus.
• Must be able to submit to a pre-employment screening.
• Have legal authorization to work permanently in the United States without requiring a visa transfer or visa sponsorship.
• Customer service or call center experience preferred.
• Strong communication, problem-solving, and organizational skills.
• Ability to multitask and navigate multiple systems simultaneously.
• Comfortable working within established processes and procedures.

Nice To Haves

• Strong customer service, communication, and problem-solving skills.
• Experience handling escalated customer concerns and complex issues.
• Ability to work independently and make sound decisions.
• Strong organizational and multitasking abilities.
• Experience coaching, mentoring, or assisting team members is preferred.
• Proficiency in navigating multiple systems and maintaining accurate documentation.

Responsibilities

• Respond to customer inquiries via phone, email, and chat.
• Investigate and resolve complex customer issues and escalate cases.
• Analyze customer needs and provide accurate, personalized solutions.
• Document customer interactions and maintain accurate records.
• Coordinate follow-up activities to ensure complete issue resolution.
• Explain company policies and procedures professionally and effectively.
• Escalate issues when appropriate and collaborate with internal teams to drive resolution.
• Provide guidance, coaching, and support to less experienced team members.
• Identify opportunities to improve processes and enhance customer experience.
• Serve as a team lead and subject matter expert while working independently within established guidelines.

Benefits

• medical, dental, vision
• PerkSpot – Employee discount program.
• Paid time off and holidays.
• Paid training.
• Career growth and advancement opportunities.
• Supportive and inclusive work environment.
• health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and/or sick time.

What This Job Offers

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