Customer Support Specialist I

2 weeks ago

Los Angeles, California, United States Conduent Business Services Full time

Customer Experience Associate I

Location: Los Angeles, California

Department: Call Center

Job ID: 53444

About Conduent:

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 have the chance to grow personally, make a significant impact, and be part of a culture that values individuality and diversity every day.

Job Overview:

Role Description:

This position involves performing business support or technical tasks, utilizing skills in data organization and coordination.

Responsibilities are executed according to established protocols.

In certain areas, vocational training, certifications, or equivalent experience may be required.

General Profile:

The role requires the ability to operate within analytical and operational processes.

This is an entry-level position with minimal requirements for licenses, training, and certifications.

Utilizes experience and skills to accomplish assigned tasks.

Operates within defined procedures and practices under close supervision.

Functional Knowledge:

Possesses foundational skills across various processes, procedures, and systems.

Business Expertise:

Contributes to the achievement of organizational goals by understanding team integration for optimal outcomes.

Affects team performance through the quality of services and information provided.

Adheres to standardized procedures and practices, receiving close supervision and guidance.

Leadership:

This role does not include supervisory responsibilities.

Problem Solving:

Demonstrates the ability to problem-solve independently.

Evaluates issues and potential solutions to deliver the best outcomes for clients and end-users.

Exhibits limited discretion in decision-making.

Interpersonal Skills:

Effectively exchanges information and ideas.

Key Responsibilities:

Evaluates calls to provide immediate service, determine transfer needs, or identify follow-up requirements for client resolution.

Identifies customer needs by reviewing case notes and analyzing each situation individually.

Conducts routine call center operations related to business products and services.

Utilizes standard scripts and established guidelines under supervision to meet service level agreements (SLAs).

Provides specialized information to customers.

Communicates with warmth and empathy.

Collects all necessary information to update the database accurately.

Escalates issues to senior management based on customer complaints or concerns.

Clarifies company policies to customers.

Performs additional duties as assigned.

Adheres to all policies and standards.

Equal Opportunity Employment:

Conduent 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.

Individuals with disabilities who require reasonable accommodations to apply for or compete for employment with Conduent may request such accommodations through the appropriate channels.

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