Customer Experience Associate II
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. Bilingual Customer Service Representative II (Spanish/English) Hybrid (In-Office & Remote Position) Located in Middletown, PA (Must be within 50 miles of office location) Join the Conduent Customer Service Team The high-volume call center located in Middletown, Pennsylvania is growing! Are you seeking an opportunity to make a real impact on a company that appreciates ideas and new ways of thinking? Come join us and grow with a team of people who will challenge and inspire you to be the best! Working for you: Bi-weekly pay at $17.85 per hour (which may be below your state’s minimum wage, please take this into consideration when applying) Training & Production Schedule: Monday-Friday 8:00am-5:00pm EST (Training will be the first 4 weeks) Hybrid Position: Work 2 days in office and 3 days remotely from home after training. Paid Training Full-time schedule (40 hrs. a week) Career Growth Opportunities PerkSpot- Employee discount program 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. Enjoy a positive, employee-friendly culture while playing an important role in supporting our clients. About the Role: The Customer Service Representative will take chats, inbound, and outbound calls on behalf of the child support services for the Commonwealth of Pennsylvania while delivering a strong commitment to exceptional customer service.
Requirements
- High School diploma or GED
- Minimum of one year of experience in a customer service roll and call center experience preferred
- Ability to pass a background check.
- Ability to sit for long periods of time.
- Punctual, reliable, & consistent attendance
- Display effective communication & ability to follow communication procedures/guidelines
- Possess proficient computer skills in computer programs such as Microsoft 365, AVAYA phone systems, and other miscellaneous programs.
Responsibilities
- Ability to answer calls timely, as they are automatically received through blended call queues
- Ability to answer incoming chat inquiries in a timely and accurate manner
- Provide a one call resolution through asking pertinent questions to understand members’ concerns
- Updating member information efficiently and accurately through active listening
- Maintain up-to-date product knowledge through offered training
- Utilizing soft skills while engaging with members
- Maintain a calm & positive demeanor while engaging with members
- Excellent time management & multitasking skills
- Reviewing Quality Assurance assessments within a timely manner
- Escalating member concerns to the call center management team
- Maintain adherence to all key performance indicators as set forth within the call center & corporate guidelines
- All other duties as assigned
Benefits
- Paid Training
- Full-time schedule (40 hrs. a week)
- Career Growth Opportunities
- PerkSpot- Employee discount program
- Full Benefit Options
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
