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Customer Service Representative II
2 months ago
We are seeking a highly skilled and customer-focused Customer Service Representative II - Escalations Specialist to join our team at Conduent State & Local Solutions, Inc. As a key member of our customer service team, you will be responsible for providing exceptional support to our clients' customers with escalated issues.
Key Responsibilities- Drive Compliance: Monitor and ensure adherence to call center call handling procedures to meet contractual call metrics.
- Escalated Calls: Handle escalated calls in a timely and professional manner, ensuring all customer cases are followed through to closure.
- Customer Follow-up: Follow up with customers to ensure matters are resolved within the agreed time frame.
- Quality Improvement: Provide feedback to management on service provided by frontline agents for quality improvements.
- Data Entry: Perform data entry for customers' accounts.
- Customer Service Experience: Proven experience in customer-facing roles, with a strong focus on resolving escalated issues.
- Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex information in clear and concise terms.
- Problem-Solving Skills: Effective problem-solving skills, with the ability to navigate multiple applications and research solutions with ease.
- Team Player: Strong work ethic and ability to work collaboratively as part of a team.
- Adaptability: Ability to adapt to changing priorities and work in a fast-paced environment.
- Competitive Compensation: A competitive hourly rate of $16.25.
- Benefits Package: A comprehensive benefits package, including health insurance, voluntary dental and vision programs, life and disability insurance, and a retirement savings plan.
- Opportunities for Growth: Opportunities for career growth and professional development within a rapidly growing organization.
Conduent State & Local Solutions, Inc. is an Equal Opportunity Employer and considers 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, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
