Customer Experience Associate II

1 month ago

Remote, Oregon, United States Conduent State & Local Solutions, Inc Full time

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.


Full-time Customer service agent $16.50/HR

Middletown, Pennsylvania

Requirement (Background, Fingerprinting, and Credit check)

2 years of Customer service/Call center experience preferred.

Training 4 weeks 8-5 M-F - after training- working hours 9 AM-6 PM

Job Summary

The call center located in Middletown, Pennsylvania is a growing, high-volume call center that services child support service calls for the Commonwealth of Pennsylvania. The call center is an inbound call center with a strong commitment to exceptional customer service. The call center hours are Monday through Friday from 7:00 a.m. – 8:00 p.m.

Essential Duties and Responsibilities:

· Ability to answer calls timely, as they are automatically received through blended call queues

· Ability to answer incoming chat inquiries in a timely and accurate manner

· Provide a one-call resolution through asking pertinent questions to understand member's concerns

· Updating member information efficiently and accurately through active listening

Maintain up-to-date product knowledge through offered training

· Utilizing soft skills while engaging with members

· Maintain a calm & positive demeanor while engaging with members

· Display effective communication & ability to follow communication procedures/guidelines

· Punctual, reliable, & consistent attendance

· Excellent time management & multitasking skills

· Reviewing Quality Assurance assessments promptly

· Escalating member concerns to the call center management team

· Maintain adherence to all key performance indicators as set forth within the call center & corporate guidelines

· Training will follow a schedule of 8:00 a.m. – 5:00 p.m. for 4 weeks

· All other duties as assigned

The ideal candidate will be able to meet the following requirements:

· A minimum of one year of experience in a customer service role & call center experience preferred

· Proficient computer skills in computer programs such as Microsoft 365, AVAYA phone systems, and

other miscellaneous programs

· Ability to sit for long periods

· High School Diploma or GED equivalent

· Ability to pass a background check, Fingerprinting, and credit check

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.

People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form. You may also click here to access Conduent's ADAAA Accommodation Policy.

At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent.

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