Customer Experience Associate I

2 weeks ago

San Antonio, United States Conduent State & Local Solutions, Inc Full time

Summary: 
As a 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.? 
 
What you will be doing:? 

Answer Inbound Calls from customers/clients with questions concerning and/or related to their account. (An average of 40 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.
Identify customer needs to ensure the customer is provided complete and accurate
Acknowledge and resolve customer complaints and difficult situations.
Process required transactions via web-based applications.
Submit research requests in a concise yet accurate
Maintain a thorough knowledge of the company and client programs, policies, and technology.
Communicate effectively in a warm and empathetic manner.
Adhere to confidentiality requirements and laws to ensure information is disseminated only to authorized individuals.
Provide support to other positions/operations in cases during heavy workloads or absences. 

What you get: 

Full Time Employment 
This position is full-time (40 hours/week). Employees must be flexible to work any of our 8-hour shift schedules during our business hours. 
Business/Operations Hours: Monday – Sunday, 24/7 
Hourly Rate of $15.00 starting on day one
Shift differential of $1.00 per hour  
Weekend Shift Differential $1.50 per hour
Incentive Plan
Provides the opportunity to earn up to?an additional $350 a month?contingent upon meeting all metrics (call quality, attendance, and schedule adherence) after 

Paid Training 

Training Schedule: Monday-Friday (8:00am-5:00pm) 
Career Growth Opportunities
Great Work Environment

Benefits 

Vacation, Sick Time, and Holiday Pay
Medical, Dental, Vision, Life Insurance, and additional benefits (eligible on day one) 
401K 

People who succeed in this role have:? 

The ability to convey complex information in clear and concise terms to ensure customer understanding.
Strong commitment and work ethic.
Consistent 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 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. ?
Provide calm conflict resolution and problem solving for frustrated. ?
Can work in a structured environment for the duration of your allotted, full-time schedule taking high-volume calls from consumers. 

Required Qualifications: 

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, customer service and/or dispatcher experience.
Customer Service experience. 
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 successfully pass a criminal background check.

Preferred Qualifications: 

1+ years of previous call center experience

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