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(Team Lead) Customer Experience Associate IV

4 months ago

Converse, 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.

(Team Lead) Customer Service Representative IV - (Onsite)

Great Benefits

PAID TRAINING

Summary:

As a (Team Lead) Customer Service Representative IV- Onsite, you will be supporting our clients customers as a first point of contact and resolving questions concerning their accounts.

What you will be doing:

  • Monitor an assigned team of Customer Service Representatives (CSRs) in the fast-paced CSC, being always accessible to the Manager, Supervisors and CSRs.
  • 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.
  • Be knowledgeable in Vector policies and procedures and guide delivery of excellent and accurate customer service by CSRs.
  • Handle escalated calls in a timely and professional manner ensuring that all customer cases are followed through to closure.
  • Conduct weekly touchpoint meetings with your assigned team of CSRs to provide performance feedback and communicate benchmarks for performance.
  • Assist the Supervisor in assigning work tasks to CSRs, make recommendations for scheduling, and take an active role in the training of new hires.
  • Assist with payroll and attendance records processing as required. Be able to act as a supervisor stand in as needed.
  • Be open to cross-functional training to provide coverage for other departments.
  • Possess good writing skills and be able to communicate effectively to clearly convey status updates and report system and procedural issues.

What you get:

  • Full Time Employment
  • Payrate $19.00 an hour
  • Paid Training
  • Career Growth Opportunities
  • Full Benefit Options
  • Great Work Environment

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.
  • 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

Requirements

  • Must be at least 18 years of age or older.
  • Must have a High School Diploma, or GED
  • A minimum of 1 year experience in Call Center or Customer Services
  • Previous experience in a leadership role a plus
  • Must be able to successfully pass a background check, Credit Check and security fingerprint 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.