Senior Customer Service Representative

1 week ago

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

Position: Customer Experience Associate IV

Location: Newark, NJ, US

Category: Call Center

About Conduent Business Services

At Conduent, we are committed to delivering essential services and solutions for Fortune 100 companies and over 500 government entities, ensuring exceptional outcomes for our clients and the millions who rely on them.

You will have the chance to thrive personally, contribute meaningfully, and be part of a culture that values individuality and recognizes contributions daily.

Role Overview

As a Customer Experience Associate IV, you will provide support to our Customer Service Representatives in a Walk-in Service Center setting. You will manage customer escalations and serve as a fill-in for Customer Service Representatives during peak times or staff shortages. Additionally, you will act as a proxy for supervisors by preparing and distributing daily performance tracking and inventory reports.

Key Responsibilities

  • Address all tolling and administrative customer inquiries using knowledge gained during training and available resources.
  • Identify customer needs to ensure they receive comprehensive and accurate information.
  • Process necessary transactions through mainframe or web-based applications.
  • Submit research requests in a clear and precise manner.
  • Maintain a deep understanding of company and client programs, policies, and technologies.
  • Communicate effectively with warmth and empathy.
  • Adhere to confidentiality laws to ensure information is shared only with authorized individuals.
  • Provide assistance to other roles during high workload periods or absences.

What We Offer

  • Full-time employment
  • Comprehensive paid training
  • RBC Incentive Plan
  • Opportunities for career advancement
  • Full benefits package
  • A positive work environment

Ideal Candidate Attributes

  • 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 environment.
  • Experience handling cash transactions.
  • Ability to navigate multiple applications and research solutions efficiently.
  • Passion for assisting customers and guiding them to optimal solutions.
  • Interest in innovative technology.
  • Capability to resolve conflicts calmly and effectively.
  • Ability to work in a structured environment while managing high call volumes.
  • Commitment to 100% attendance during the training period.

Requirements

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

At Conduent, we value the health and safety of our associates and their families. We are an Equal Opportunity Employer and consider 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, military/veteran status, citizenship status, or any other group protected by law.

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