Child Support Call Center Agent I

Conduent State & Local Solutions, Inc

2d•$17 - $18•Remote

About The Position

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. Child Support Call Center Agent Full-Time, Remote $16.50/Hr (Non-Bilingual) $17.50 (Bilingual Spanish and English). .50 cent increase- 6 months after training. A Typing survey/assessment is required. (Please complete it after the application is submitted) Are you seeking an opportunity to make a real impact on a company that appreciates ideas and new ways of thinking? Training - is 7 weeks (8:30 am-5 pm EST M-F) after training the working hours Monday-Friday starting time 10:30 AM -7:00 PM EST. Join the Conduent Customer Service Team Come join us and grow with a team of people who will challenge and inspire you to be the best! Working for you Enjoy a positive, employee-friendly culture while playing an important role in supporting our clients. $16.50 (Non-Bilingual) $17.50 (Bilingual) per hour pay rate (bi-weekly pay). 6 months .50 increase. No weekends Paid Training Full-time schedule (40 hrs. a week) Career Growth Opportunities 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 (including PerkSpot), so you’ll be able to thrive both personally and professionally. About the Role The Customer Care Associate will handle inquiries for the New Jersey Department of Human Services Office of Child support and the services it provides via inbound calls. While speaking with the Customer on the phone, CSRs will address and research customer inquiries and provide appropriate and accurate information. Inbound Call Center – The Agent is responsible for responding to telephone inquiries and concerns using approved procedures and guidelines while ensuring the quality and integrity of the call. Answers questions on various issues such as child support payments history and account histories. Resets Personal identification of callers unable to self-serve in the Interactive Voice Response system. Gathers information, research/resolves inquiries, and appropriately documents customer calls. Ability to read and interpret documents on file. Understand and retain a large amount of information. Associates should have the skills to answer and respond professionally to escalate calls, should they arise. Communicate appropriate options for resolution promptly Review the customer needs and inform customers of services and resources available to them.

Requirements

High School diploma or GED
Background and drug screening required
2 years of high-volume call center or Customer Service experience.
Computer system experience with data entry, database documentation knowledge.
Typing WPM 30
Two screens/monitors are required
Having your own equipment (PC) Mac is not compatible.
Internet speed- Your internet speed must be at least 400 Mbps.
Device Specifications of your laptop. Two screens/monitors are required
Processor: Intel Core i5 or higher; AMD Ryzen 5 5000 or higher. Laptop or Desktop, 14” screen or higher required (External 20” or higher recommended)
Running Windows 10 OS 64 bit
Memory (RAM) requirements of the computer should be at a minimum of 8 GB, recommended 16 GB.
Ethernet cable, 50 feet or longer

Responsibilities

The Customer Care Associate will handle inquiries for the New Jersey Department of Human Services Office of Child support and the services it provides via inbound calls.
While speaking with the Customer on the phone, CSRs will address and research customer inquiries and provide appropriate and accurate information.
The Agent is responsible for responding to telephone inquiries and concerns using approved procedures and guidelines while ensuring the quality and integrity of the call.
Answers questions on various issues such as child support payments history and account histories.
Resets Personal identification of callers unable to self-serve in the Interactive Voice Response system.
Gathers information, research/resolves inquiries, and appropriately documents customer calls.
Ability to read and interpret documents on file.
Understand and retain a large amount of information.
Associates should have the skills to answer and respond professionally to escalate calls, should they arise.
Communicate appropriate options for resolution promptly
Review the customer needs and inform customers of services and resources available to them.