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Senior Customer Support Specialist

2 months ago

Newark, New Jersey, United States Conduent Business Services Full time

Customer Experience Associate IV

Overview:

As a pivotal member of our team, the Customer Experience Associate IV plays a crucial role in enhancing client satisfaction within a dynamic Walk-in Service Center environment. This position involves addressing customer escalations and stepping in as a Customer Service Representative during peak times or staff shortages.

Key Responsibilities:

  1. Respond to inquiries related to tolling and administration, utilizing comprehensive training and available resources.
  2. Assess customer needs to provide complete and precise information.
  3. Execute necessary transactions through mainframe or web-based applications.
  4. Submit concise and accurate research requests.
  5. Maintain an in-depth understanding of company and client programs, policies, and technologies.
  6. Communicate with clients in a warm and empathetic manner.
  7. Ensure confidentiality and compliance with legal requirements regarding information dissemination.
  8. Support other roles during high workload periods or employee absences.

What We Offer:

  • Full-time employment with comprehensive benefits.
  • Paid training to enhance your skills.
  • Incentive plans to reward performance.
  • Opportunities for career advancement.
  • A positive and supportive work environment.

Ideal Candidate Profile:

  • Ability to convey complex information clearly to ensure customer understanding.
  • Strong work ethic and commitment to excellence.
  • Effective written and verbal communication skills.
  • Proficient problem-solving abilities.
  • Experience in customer service within a call center or client-facing role.
  • Cash handling experience is a plus.
  • Comfortable navigating multiple applications and researching solutions.
  • Passionate about assisting clients and finding optimal solutions.
  • Interest in innovative technology.
  • Skilled in conflict resolution and managing customer frustrations.
  • Able to work in a structured environment while handling high call volumes.
  • Commitment to full attendance during training periods.

Requirements:

  • Must be at least 18 years of age.
  • High School Diploma or equivalent is required.
  • Successful completion of a criminal background check.

Become part of a rapidly expanding organization that supports your career aspirations.