Customer Experience Associate II

Remote Quality Assurance Associate II

  $16.50 per hour

  Equipment provided
Must Reside in or near Frankfort, Kentucky 

Shift: 

Availability between the hours of operation -

Monday thru Friday -  8:00 AM - 5:00 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 per hour pay rate (bi-weekly pay) 
• Equipment provided.
• 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, so you’ll be able to thrive both personally and professionally.            
  Job Description: 

Are you an excellent problem solver? Are you passionate about people? Do you exhibit grace under pressure?

 

If so, a Customer Service Representative position with Conduent may be perfect for you and we invite you to apply to join our rapidly growing team of call center professionals in Frankfort, KY.

 

THIS POSITION IS TEMPORARILY REMOTE, YOU MAY BE REQUIRED TO RETURN TO THE OFFICE LOCATED IN FRANKFORT, KY and must be in driving distance to pick up equipment. 

 

As a Customer Service Representative with Conduent, you will utilize problem solving skills to manage inbound calls in our state-of-the-art contact center while supporting a large federal government contract.

 

As a Customer Service Representative with Conduent, you will utilize problem solving skills to manage inbound calls in our state-of-the-art contact center while supporting a large federal government contract.

 

If you enjoy helping others, you will find this role to be both challenging and rewarding.

 

A DAY IN THE LIFE OF A CUSTOMER SERVICE REPRESENTATIVE 

On any given day, you may:

• Answer phone and email inquiries from medical providers, case managers and other business support professionals
• Provide technical support for Commonwealth administrated Medicaid web applications
• Performing system research and asking questions to identify the root cause of the caller's issue
• Assisting users with system navigation
• Walking users through basic troubleshooting steps (clearing cache/cookies, restarting computer)
• Documenting calls in CRM (Customer Relationship Management) system
• Transferring users to other call centers
• Escalating caller's issues
• Follow shift schedule and daily break/lunch schedule
• Seated all day

Candidate Qualifications:

• Customer focused with a commitment to client satisfaction
• Goal oriented high performers
• Able and willing to work full-time shift during our hours of operation (Monday-Friday, 8am to 5pm)
• Able to closely adhere to a designated work schedule
• Able to deliver thorough information within agreed upon call handle times
• Strong written and verbal communication skills
• Excellent phone and soft skills
• Excellent attendance
• Detail oriented
• Comfortable talking on the phone for extended periods of time

BASIC QUALIFICATIONS:

• High school diploma or G.E.D.
• 6 months of customer service or other telephone experience
• Must have access to high speed wired internet connection
• Access to a quiet work environment free from distractions
• Ability to pass a criminal background check AND drug screening
• 25 WPM typing
• Intermediate computer skills and knowledge of basic programs

Leadership 

• Has no supervisory responsibilities.
• Manages own workload.

Problem Solving 

• Ability to problem solve, self-guided.
• Evaluates issues and solutions to provide the best outcome for the client and end-users.

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 and communicated in a warm 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.
         #44Remote

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. 
About Us

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.

About the Team

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.

For US applicants: 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 [email protected]. You may also click here to access Conduent's ADAAA Accommodation Policy.