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    Customer Experience Associate I - Richmond, United States - Conduent Business Services

    Conduent Business Services
    Conduent Business Services Richmond, United States

    1 week ago

    Default job background
    Description

    **Customer Experience Associate I**

    CAROUSEL_PARAGRAPH

    Richmond, Virginia

    Call Center

    54205

    ** Share Job**

    ** Job Description**

    **About Conduent**

    The Customer Service Representatives are responsible for handling and responding to incoming inquiries from providers regarding various functions that may include Provider and Member Services, MediCall, and Web Portal Support. CSRs handle both general and technical inquiries from various channels, including phone, voicemails, fax, e-mails, Web Portal, etc. Some of the primary duties are as follows: handles and responds to each inquiry in a professional manner and in accordance with department policies and procedures; responsible for managing their adherence to scheduled hours, quality and efficiency of service delivery, and on-going knowledge development; makes every attempt to resolve inquiry in the first interaction; and escalates required situations appropriately and in accordance with department guidelines.

    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.

    **Job Description**

    Onsite position not work from home.

    Monday to Friday, 8am to 5pm shift (Full time position)

    $15 an hour

    Training period is 4 weeks

    Customer service or call center experience is preffered.

    **Job Track Description:**

    Performs business support or technical work, using data organizing and coordination skills.

    Performs tasks based on established procedures.

    In some areas, requires vocational training, certifications, licensures, or equivalent experience.

    **General Profile**

    Ability to perform in an analytical and operational process.

    Entry-level position with limited requirements for licenses, training, and certifications.

    Applies experience and skills to complete assigned work.

    Works within established procedures and practices.

    Works with a close degree of supervision.

    **Functional Knowledge**

    Has basic skillset in a range of processes, procedures, and systems.

    **Business Expertise**

    Supports in the achievement of company goals by understanding how teams integrate for the best outcome.

    Impacts a team through quality of the services and information provided.

    Follows standardized procedures and practices and receives close supervision and guidance.

    For consistency, methods and tasks are described in detail.

    **Leadership**

    Has no supervisory responsibilities.

    **Problem Solving**

    Ability to problem solve, self-guided.

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

    Has limited opportunity to exercise discretion.

    **Interpersonal Skills**

    Exchanges information and ideas effectively.

    **Responsibility Statements**

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

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

    Performs routine call center activities concerning business products and services.

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

    Provides customers with information that is specialized.

    Communicates in a warm and empathetic manner.

    Gathers all necessary information to update the database.

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

    Explains company policies to customers.

    Performs other duties as assigned.

    Complies with all policies and standards.

    **Closing**

    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.

    People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: . You may also .

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