Customer Experience Associate IV

Conduent•San Antonio, TX

11h•Onsite

About The Position

As a Team Lead Customer Service Representative IV - Onsite, you will support the client's customers as a first point of contact, resolving questions concerning their accounts. This role involves monitoring an assigned team of Customer Service Representatives (CSRs), ensuring compliance with call-handling procedures, guiding CSRs on Vector policies, handling escalated calls, providing performance feedback, assisting supervisors with tasks and training, and processing payroll/attendance records as needed. The position also requires cross-functional training and effective communication skills.

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
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

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.