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Customer Experience Associate II

2 months ago

Remote WA United States Conduent State Healthcare, LLC Full time

                                   Remote Call Center Customer Service Representative
                                                      Medicaid Member Support – Tier 1
                                                        For The State of Kentucky

                         *  You must Reside in Kentucky to be considered for this position *

 Remote - Customer Service Representative 

 

 

$16.50/ Hourly
Paid Training 

Equipment Provided

Full-time with Full Benefits

 

Are you seeking an opportunity to make a real impact in a company that appreciates ideas and new ways of thinking?  

  

Training Monday-Friday 8:00 am-5:00 pm 4 weeks

Shifts: Availability between the hours of operation -

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

Saturdays - 8:00 AM to 5:00 PM EST 

 

Join the Conduent Customer Service Team

Come join us and grow with a team of people who will challenge and inspire you to be the best   

 

Working for you 

Enjoy a positive, employee-friendly culture while playing an important role in supporting our clients. 

 

  • $16.50 per hour pay rate (bi-weekly pay) 
  • Paid Training with Equipment provided.
  • Full-time schedule (40 hrs. a week) 
  • Career Growth Opportunities 
  • Full Benefit Options - From the start, our paid training program will teach you all the skills needed to allow you to become successful in your role. We also offer a full benefits package, so you’ll be able to thrive both personally and professionally. 

About the Role

Call center representatives answer multiple call types focused on assisting KY residents with a variety of different health benefits (such as SNAP, Medicaid and TNAF). Call types include password resets, application status, application intake/updates and our customer also need help navigating the government's online application tool. It also includes dealing with multiple systems to input and read/interpret data back to the caller. These calls can be difficult as we handle SNAP and other benefits (Supplemental Nutrition Assistance Program) and deal with callers who are missing/denied benefits.

 

Requirements:

 

  • Required 1 year minimum experience in High Volume Call Centers
  • Ability to problem solve through analysis and ongoing feedback.
  • Achieve results through knowledge, empathy, and commitment.
  • Ability to work with people of diverse backgrounds.
  • Required 1 year minimum Customer Service Experience
  • High School diploma or GED
  • Background and drug screening required. 
  • Stationary for your entire shift
  • Ability to adhere to a break and lunch schedule
  • Excellent typing and grammar skills
  • Ability to navigate a computer
  • Ability to understanding/utilize policy.
  • Excellent customer service skills.
  • Excellent phone etiquette skills
  • Reliable internet access
  • Quiet work environment, free of distractions
  • Must reside in the State of Kentucky for this position

 

#Remote44


Job Track Description:

Kentucky Health Benefits Exchange CSRs answer multiple call types focused on assisting Kentucky Citizens with a variety of different health benefits (such as SNAP, Medicaid and TNAF). Call types include password resets, application status, application intake/updates and our customer also need help navigating the government's online application tool. This position consists of taking back-to-back calls often, without follow up or time between calls for the duration of your shift. It also includes dealing with multiple systems to input and read/interpret data back to the caller. The ideal candidate needs to be able to answer questions fully and capture data into a client system and responsible for memorizing several scripts verbatim per our client’s policy. CSR's must answer all calls that come into their station (ie, not hanging up, not responding so that the caller hangs up, and not abusing hold time as it is closely monitored) and maintain professionalism throughout the call regardless of how difficult it may become.

 

As stated calls can be difficult as we handle SNAP and other benefits (Supplemental Nutrition Assistance Program) and deal with callers who are missing/denied benefits.

 

CSR's are held accountable for goals such as valid transfers (valid as defined by the transfer reasons and departments in our knowledgebase), Quality Assurance (guidelines set forth by the client and reported on weekly), Customer Satisfaction Surveys (Again, guidelines set forth by the client and reported on weekly).

 

CSR's are responsible for following a break and lunch schedule daily that is set by our global Workforce team. Our internal department can accurately forecast how many calls we are going to take every 30 minutes , that being said, since we are good at forecasting that call volume, we also know how many CSRs we need to answer all of those citizen calls. So being here is critical. 
 

  • Performs business support or technical work, using data organizing and coordination skills.
  • Performs tasks based on established procedures.
  • In some areas, requires vocational training, certifications, licensures, or equivalent experience.

General Profile

  • Expands skills within an analytical or operational process.
  • Maintains appropriate licenses, training, and certifications.
  • Applies experience and skills to complete assigned work.
  • Works within established procedures and practices.
  • Works with a moderate degree of supervision.

Functional Knowledge

  • Has developed skillset in a range of processes, procedures, and systems.

Business Expertise

  • Supports the achievement of company goals by integrating teams for the best outcome.

Impact

  • Impacts a team through quality of services and information provided.
  • Follows standardized procedures and practices and receives moderate supervision and guidance. 

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.
  • 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.