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Call center Agent

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East Lansing, United States Conduent Full time

Job Track Description: Full-time, onsite (E.Lansing, MI) $18/HR Benefits, Background, fingerprinting, High school diploma is required. 2 years experience in call center and customer service. Performs business support or technical work, using data organizing and coordination skills. Inbound and outbound calls. Use multiple computerized systems and multi-tasking. Inform callers about services available for resolutions promptly. Performs tasks based on established procedures. In some areas, requires vocational training, certifications, licensures, or equivalent experience. General Profile/Requirements Expands skills within an analytical or operational process. High school diploma, must be 18 years of age. undergo a Background and fingerprinting. 2- years experience in call center and customer service. Maintains appropriate licenses, training, and certifications. Applies experience and skills to complete assigned work. Works within established procedures and practices. Works with a moderate degree of supervision. Functional Knowledge Has developed skillset in a range of processes, procedures, and systems. Business Expertise Supports the achievement of company goals by integrating teams for the best outcome. Impact Impacts a team through the quality of services and information provided. Follows standardized procedures and practices and receives moderate supervision and guidance. Leadership Has no supervisory responsibilities. Manages own workload. Problem-Solving Ability to problem solve, self-guided. Evaluates issues and solutions to provide the best outcome for the client and end-users. Interpersonal Skills Exchanges information and ideas effectively. 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, to meet SLAs. 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.