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Customer Experience Associate II

2 months ago

Gates, United States Conduent State Healthcare, LLC Full time

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

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 States that are Not Applicable for this position: AK, AR, CA, HI, IA, IL, MD, MV, MA, MT, ND, NH, NY, SD, WA 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.

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