Customer Experience Associate

16 hours ago


Lexington, Kentucky, United States Conduent Full time
Job Description

Conduent is seeking a highly skilled and motivated Customer Experience Associate II to join our team. As a Customer Experience Associate II, you will be responsible for providing exceptional customer service to Medicaid members in a fast-paced call center environment.

Key Responsibilities:
  • Answer multiple call types focused on assisting Kentucky residents with various health benefits, including SNAP, Medicaid, and TNAF.
  • Provide password resets, application status, and application intake/updates to customers.
  • Navigate the government's online application tool to assist customers with their benefits.
  • Deal with multiple systems to input and read/interpret data back to the caller.
Requirements:
  • 1 year minimum experience in high-volume call centers.
  • Ability to problem-solve through analysis and ongoing feedback.
  • Achieve results through knowledge, empathy, and commitment.
  • Ability to work with people of diverse backgrounds.
  • 1 year minimum customer service experience.
  • High school diploma or GED.
  • Background and drug screening required.
  • Stationary for entire shift.
  • Ability to adhere to a break and lunch schedule.
  • Excellent typing and grammar skills.
  • Ability to navigate a computer.
  • Ability to understand and utilize policy.
  • Excellent customer service skills.
  • Excellent phone etiquette skills.
  • Reliable internet access.
  • Quiet work environment, free of distractions.
What We Offer:
  • $16.50 per hour pay rate (bi-weekly pay).
  • Paid training with equipment provided.
  • Career growth opportunities.
About the Role:

This position consists of taking back-to-back calls often, without follow-up or time between calls for the duration of your shift. It also includes dealing with multiple systems to input and read/interpret data back to the caller. The ideal candidate needs to be able to answer questions fully and capture data into a client system and responsible for memorizing several scripts verbatim per our client's policy.

CSR's are held accountable for goals such as valid transfers, Quality Assurance, and Customer Satisfaction Surveys. CSR's are responsible for following a break and lunch schedule daily that is set by our global Workforce team.



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