Customer Experience Associate III - (Onsite)
Location: 1205 Troy-Schenectady Rd., Latham, NY 12110
Employment Type: Full-Time
Pay Rate: $ 19
Schedule: Based on business needs, shifts may be scheduled between 8:00 AM and 7:00 PM, Monday through Friday.
Availability Required: 8:00am-5:00pm or 10:00am-7:00pm (Monday-Friday)
As a Customer Service Representative III, in this role, you will assist customer associate I and II’s, employers, child support recipients, and non-custodial parents by providing accurate information regarding child support payments, debit card transactions, account activity, and dispute processes. In addition to handling escalated customer inquiries, you will act as a subject matter expert, providing guidance and support to Customer Service Representatives while helping supervisors manage daily operations.
Key Responsibilities
- Assist with inbound calls regarding account questions, concerns, and escalations as needed.
- Handle escalated inbound calls related to child support benefits, payments, and account concerns.
- Assist customers with inquiries regarding deposits, payment history, account balances, escalations, and general program information.
- Research and resolve complex customer issues while maintaining compliance with state and federal regulations.
- Complete supervisor call-backs, escalations and follow-up activities to ensure timely issue resolution.
- Provide real-time coaching and support to agents through chat and floor assistance.
- Serve as a resource for representatives by answering questions, providing procedural guidance, and assisting with difficult customer interactions.
- Enter and document case notes accurately within applicable systems.
What We Offer
- $19.00/hour
- Benefits effective Day One (medical, dental, vision for eligible employees)
- Paid training
- Paid time off and holidays
- Career growth opportunities
- Supportive and inclusive work environment
Qualifications
- Must be at least 18 years old.
- High school diploma or GED required.
- Minimum of 1 year of experience in a call center, customer service, banking, financial services, government benefits, or a related customer-facing environment.
- Excellent communication, organizational, and problem-solving skills.
- Must successfully pass a background check and drug screening.
Due to varying state and local minimum wage laws, we are currently only able to hire candidates residing in states where our compensation structure complies with applicable wage regulations. As a result, we may be unable to consider applicants from certain states or municipalities at this time.
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 hourly rate for this role is $19.00 per hour
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 TeamConduent 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.
Skills Required
- At least 18 years old
- High school diploma or GED
- At least 1 year of experience in a call center, customer service, banking, financial services, government benefits, or related customer-facing environment
- Excellent communication skills
- Organizational skills
- Problem-solving skills
- Successful completion of a background check
- Successful completion of a drug screening
Conduent Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Conduent and has not been reviewed or approved by Conduent.
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Healthcare Strength — Health coverage is broad, with multiple plan options, preventive care at 100%, telemedicine access, behavioral health support, and wellness resources.
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Leave & Time Off Breadth — Paid time off, holidays, sick days, volunteer time, and parental leave are included, offering multiple avenues for rest and personal needs.
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Wellbeing & Lifestyle Benefits — Perks include childcare and commuter benefits, fitness stipends, discount programs, an Employee Assistance Program, and a remote work program that support overall wellbeing.
Conduent Insights
What We Do
Conduent delivers mission-critical services and solutions on behalf of businesses and governments — creating exceptional outcomes for its clients and the millions of people who count on them. Through process, technology and our diverse and dedicated associates, Conduent solutions and services automate workflows, improve efficiencies, reduce costs and enable revenue growth. It’s why most Fortune 100 companies and over 500 government entities depend on Conduent every day to manage their essential interactions and move their operations forward. At Conduent, we are one team with one mission. When you join Conduent, you are engaged in creating the future — both our company’s and your own. You’ll have the opportunity to grow and thrive through experiences and formalized learning programs.
