Project Based Customer Experience Associate II

Conduent•East Hartford, CT

8d•$21•Remote

About The Position

As a Project Based Call Center Representative, you will be supporting our client’s customers as a first point of contact and resolving questions/complaints concerning their accounts. We will rely on you to actively listen to our clients’ customers, by utilizing your customer service experience, passion, and creativity to meet their needs and deliver a world-class experience across every interaction you have with them. In this role, you will not only be there to help customers with their account issues, via telephone, email and/or website inquiries from our valued customers but also provide them with exceptional service.

Requirements

Must be at least 18 years of age or older.
Must have a High School Diploma, or equivalent; six months minimum experience in call center and/or dispatcher experience.
In lieu of call center/dispatcher experience we will consider persons with an associate degree.
Working knowledge with computer and Windows personal computer applications, which includes the ability to learn new and complex computer system applications.
Must be able to pass 27 - 30 wpm typing test.
Must be able to successfully pass a criminal background check, employment and education verifications, and a drug test.

Nice To Haves

The ability to convey complex information in clear and concise terms to ensure customer understanding.
Strong commitment and work ethic.
Exceptional attendance with ability to meet work schedule including the required training period.
Successful completion of Conduent 3-to-6-week new hire paid training program.
Effective and accurate written and verbal communication skills.
Effective problem-solving skills.
Can navigate multiple applications/screens and research solutions with ease. This would include navigating multiple computer systems and platforms.
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 consumers.
1+ years of previous call center experience

Responsibilities

Answer Inbound Calls from customers/clients with questions concerning and/or related to their account. (An average of 45 to 50 calls are expected daily).
Respond to all customer inquiries by utilizing information learned during training and resources available through people, customer records, and knowledge management systems.
Maintaining a positive, empathetic, and professional attitude toward customers always.
Responding promptly to customer inquiries.
Communicating with customers and colleagues through various channels (email and phone).
Acknowledging and resolving customer complaints and difficult situations.
Data Entry (Keeping records of customer interactions, transactions, comments, and complaints).
Providing support to other positions/operations in cases of heavy workloads or absences.
Ensure customer satisfaction and provide professional customer support.