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Senior Customer Service Representative

2 months 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 numerous government entities, ensuring exceptional outcomes for our clients and the communities they serve.

Role Overview

As a Customer Experience Associate IV, you will play a vital role in supporting our Customer Service Representatives within a Walk-in Service Center environment. You will manage customer escalations and serve as a substitute for Customer Service Representatives during peak times or staff shortages. Your leadership will be crucial in processing and distributing daily performance metrics and inventory reports.

Key Responsibilities

  • Address all tolling and administrative customer inquiries by utilizing training knowledge and available resources.
  • Assess customer needs to provide complete and accurate information.
  • Execute necessary transactions through mainframe or web-based applications.
  • Submit research requests accurately and concisely.
  • Maintain comprehensive knowledge of company and client programs, policies, and technologies.
  • Communicate in a warm and empathetic manner.
  • Adhere to confidentiality laws and requirements.
  • Support other operations during high workloads 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 Profile

  • Ability to convey complex information clearly and concisely.
  • Strong work ethic and effective communication skills.
  • Proficient problem-solving abilities.
  • Experience in customer service within a call center or client-facing role.
  • Cash register experience is a plus.
  • Ability to navigate multiple applications and research solutions efficiently.
  • Passion for assisting customers and providing optimal solutions.
  • Interest in innovative technology.
  • Ability to resolve conflicts calmly and effectively.
  • Capability to work in a structured environment while managing high call volumes.
  • Commitment to 100% attendance during training.

Requirements

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

At Conduent, we value diversity and are an Equal Opportunity Employer. We 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.