Customer Experience Associate II

4 weeks ago

Frankfort, Kentucky, United States Conduent State Healthcare, LLC Full time


Hybrid/ Remote Call Center Customer Service Representative
Medicaid Member Support – Tier 1
For The State of Kentucky
You Need to Reside in the State of Kentucky/Near Frankfort, KY to be Eligible,

Hybrid/ Remote/ Frankfort, Kentucky - Customer Service Representative



$16.50/ Hourly
Paid Training



Equipment Provided



Full Time
Benefits- Medical/401 K /Vision/ Dental
2 weeks PTO



Training Monday-Friday 4 weeks



Shifts:



Monday thru Friday - 8:00 AM - 5:00 PM EST



THIS POSITION IS TEMPORARILY REMOTE, YOU MAY BE REQUIRED TO RETURN TO THE OFFICE LOCATED IN FRANKFORT, KY



As a Customer Service Representative with Conduent, you will utilize problem solving skills to manage inbound calls in our state-of-the-art contact center while supporting a large federal government contract.
If you enjoy helping others, you will find this role to be both challenging and rewarding.



A DAY IN THE LIFE OF A CUSTOMER SERVICE REPRESENTATIVE



Answer phone and email inquiries from medical providers, case managers and other business support professionals



Provide technical support for Commonwealth administrated Medicaid web applications



Performing system research and asking questions to identify the root cause of the caller's issue



Assisting users with system navigation



Walking users through basic troubleshooting steps (clearing cache/cookies, restarting computer)



Documenting calls in CRM (Customer Relationship Management) system



Transferring users to other call centers



Escalating caller's issues



Follow shift schedule and daily break/lunch schedule



Seated all day



Candidate Qualifications:



Customer focused with a commitment to client satisfaction



Goal oriented high performers



Able and willing to work full-time shift during our hours of operation (Monday-Friday, 8am to 5pm)



Able to closely adhere to a designated work schedule



Able to deliver thorough information within agreed upon call handle times



Strong written and verbal communication skills



Excellent phone and soft skills



Excellent attendance



Detail oriented



Comfortable talking on the phone for extended periods of time



BASIC QUALIFICATIONS:



High school diploma or G.E.D.



6 months of customer service or other telephone experience



Ability and willingness to work onsite after remote period if required to return to the office



Must have access to high speed wired internet connection



Access to a quiet work environment free from distractions



Ability to pass a criminal background check AND drug screening



25 WPM typing



Intermediate computer skills and knowledge of basic programs



Leadership



Has no supervisory responsibilities.



Manages own workload.



Problem Solving



Ability to problem solve, self-guided.



Evaluates issues and solutions to provide the best outcome for the client and end-users.



Interpersonal Skills



Exchanges information and ideas effectively.



Responsibility Statements



Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution.



Identifies customer needs by referring to case notes and examining each as a specific case.



Performs routine call center activities concerning business products and services.



Uses standard scripts and established guidelines and under supervision, to meet SLAs.



Provides customers with information that is specialized and communicated in a warm empathetic manner.



Gathers all necessary information to update the database.



Escalates issues to senior levels, based on complaints or concerns.



Explains company policies to customers.



Performs other duties as assigned.



Complies with all policies and standards

Pay Transparency Laws in some locations require disclosure of compensation and/or benefits-related information. For this position, actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, Conduent provides a variety of benefits to employees including 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. The estimated salary range for this role is $16.50 base pay plus ABC incentives.



Remote#44


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