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 clients 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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