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Customer Experience Associate II

2 months ago

East Hartford, United States Conduent Full time
Job Description

Experienced Call Center Representative

Do you have a passion for helping customers solve problems?

Our company is currently hiring in Hartford, CT

$18.80HR

Weekend's Off & Great Benefits

Summary:

As an Experience 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 45 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.
  • Maintaining a positive, empathetic, and professional attitude toward customers always.
  • Responding promptly to customer inquiries.
  • Communicating with customers and colleagues through various channels (email and phone).
  • Acknowledging and resolving customer complaints and difficult situations.
  • Data Entry (Keeping records of customer interactions, transactions, comments, and complaints).
  • Providing support to other positions/operations in cases of heavy workloads or absences.
  • Ensure customer satisfaction and provide professional customer support.
What you get:
  • Full Time Employment
  • This position is full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:30am - 5:00pm EST.
  • Hourly Rate of $18.80 starting on day one
  • Weekend's OFF
  • Paid Training
  • Training Scheduled: Monday-Friday from 8:30 am to 5:00 pm
  • Career Growth Opportunities
  • Great Work Environment
  • Full Benefit Options
  • Vacation, Sick Time, and Holiday Pay
  • Medical, Dental, Vision, Life Insurance, and additional benefits
  • 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.
  • Exceptional 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 ease. 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 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 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 and/or dispatcher experience.
  • In lieu of call center/dispatcher experience we will consider persons with an associate degree.
  • 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 pass 27 - 30 wpm typing test.
  • Must be able to successfully pass a criminal background check and drug test.


Preferred Qualifications:

1+ years of previous call center experience

About Us

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.

About the Team

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.