Customer Experience Associate II

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

n

Remote Call Center Customer Service Representative

n

for the state of Kentucky (must live in/near Frankfort, Kentucky)

n

$16.50 per hour

n

Equipment provided

n

Full Time / Monday thru Friday

n

8am to 4:30pm EST

n

Join the Conduent Customer Service Team

n

Come join us and grow with a team of people who will challenge and inspire you to be the best! ?

n

Working for you

n

Enjoy a positive, employee-friendly culture while playing an important role in supporting our clients.

n

n
• n

  $16.50 per hour pay rate (bi-weekly pay)

  n
n
• n

  Paid Training with Equipment provided.

  n
n
• n

  Full-time schedule (40 hrs. a week)

  n
n
• n

  Career Growth Opportunities

  n
n
• n

  Full Benefit Options - From the start, our paid training program will teach you all the skills needed to allow you to become successful in your role. We also offer a full benefits package, so you'll be able to thrive both personally and professionally. About the Role

  n
n

n

Call center representatives answer multiple call types focused on assisting KY residents with a variety of different benefits (such as Child Support, SNAP, Medicaid and TNAF). Call types include password resets, application status, application intake/updates and our customer also need help navigating the government's online application tool. It also includes dealing with multiple systems to input and read/interpret data back to the caller.

n

Job Description -

n

CSRs in this queue take calls from individuals who have general questions about their child support payments and other child support concerns. Training is provided by the Commonwealth.

n

This position is currently a work from home position, but the agent must be available to drive to Frankfort to pick up their equipment and to travel to the office should there be an issue with the equipment requiring an exchange or for an IT specialist to work on it. There is also a slim possibility of a return to office order for the Commonwealth, in that case this group would have to return to working in the Frankfort office.

n

Impeccable attendance and above average spelling and grammar are required as this is a small group that works directly with the client.

n

Candidate Qualifications:

n

Customer focused with a commitment to client satisfaction

n

Goal oriented high performers

n

Able and willing to work full-time shift during our hours of operation (Monday-Friday, 8am to 4:30 pm)

n

Able to closely adhere to a designated work schedule

n

Able to deliver thorough information within agreed upon call handle times

n

Strong written and verbal communication skills

n

Excellent phone and soft skills

n

Excellent attendance

n

Detail oriented

n

Comfortable talking on the phone for extended periods of time

n

BASIC QUALIFICATIONS:

n

High school diploma or G.E.D.

n

6 months of customer service or other telephone experience

n

Must have access to high speed wired internet connection

n

Access to a quiet work environment free from distractions

n

Ability to pass a criminal background check and fingerprint

n

25 WPM typing

n

Intermediate computer skills and knowledge of basic programs

n

Leadership

n

No supervisory responsibilities.

n

Manages own workload.

n

Problem Solving

n

Ability to solve problems, self-guided.

n

Evaluates issues and solutions to provide the best outcome for the client and end-users.

n

Interpersonal Skills

n

Exchanges information and ideas effectively.

n

Ability to provide empathy to upset callers

n

Responsibility Statements

n

Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution.

n

Identifies customer needs by referring to case notes and examining each as a specific case.

n

Performs routine call center activities concerning business products and services.

n

Uses standard scripts and established guidelines and under supervision, to meet SLAs.

n

Provides customers with information that is specialized and communicated in a warm empathetic manner.

n

Gathers all necessary information to update the database.

n

Escalates issues to senior levels, based on complaints or concerns.

n

Explains company policies to customers.

n

Performs other duties as assigned.

n

Comply with all policies and standards.

n

Must reside in the State of Kentucky and be within 50 miles of Frankfort, KY for this position

n

#44Remote

n

Pay Transparency Laws in some locations require disclosure of compensation and/or benefits-related information. For this position, actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, Conduent provides a variety of benefits to employees including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and/or sick time. The estimated salary range for this role is $16.50 base pay plus ABC incentives.

n

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.

n

People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form ( . Complete the form and then email it as an attachment to . You may also click here to access Conduent's ADAAA Accommodation Policy ( .

n

At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent.