Customer Service Representative II

2 weeks ago

Altamonte Springs, 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.

Customer Service Representative II (Escalations)

Onsite Ocoee, FL

What you get:

  • Full Time Employment
  • Hourly rate of $16.25
  • Career Growth Opportunities
  • Full Benefit Options
  • Great Work Environment
  • Work Schedule: Must be flexible between client hours Mon-Friday 7am -7pm EST

Requirements:

  • Must be at least 18 years of age or older.
  • Must have a High School Diploma, or equivalent.
  • Must be able to submit to a background check and drug test.
  • Must be able to work an 8 hour shift between 7 am- 7 pm (last call) Mon- Fri.
  • Have excellent product and process knowledge, with 6 months of consistent excellent quality assurance scores.
  • Have excellent problem solving, verbal and written communication skills.
  • Strong phone and computer skills.
  • Patience when handling difficult situations

Summary:

As a Customer Service Representative II (Escalations), you will be supporting our clients customers with escalated issues. While providing them with exceptional customer service you will respond and manage complaints to ensure that inquiries are resolved appropriately

What you will be doing:

  • Drive compliance to Call Center call handling procedures with the objective of meeting contractual call metrics by monitoring CSR call handling activity through use of the Call Monitoring Systems.
  • Handle escalated calls in a timely and professional manner ensuring that all customer cases are followed through to closure.
  • Follow up with customers to ensure the matter is resolved within the agreed time frame.
  • Providing feedback to management on service provided by frontline agents for quality improvements.
  • Performing data entry for customers accounts.

People who succeed in this role have:

  • 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.
  • Customer Service Experience.
  • 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

Join a rapidly growing organization that can support your career goals

Apply Today

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 pay for this role is $16.25 per hour.

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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