Customer Experience Associate IV

Team Lead Customer Experience Associate IV - (Onsite) 

Location: 1205 Troy-Schenectady Rd., Latham, NY 12110
Employment Type: Full-Time
Pay Rate: $ 20.50
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 Team Lead Customer Experience Associate IV (Onsite), you will support customer service operations by assisting Customer Service Representatives (CSRs), ensuring service excellence, driving performance metrics, handling escalated customer concerns, and assisting with training, scheduling, and daily operational support. You will serve as a key resource for employees and leadership while helping deliver exceptional customer experience.

Key Responsibilities

• Lead and support Customer Service Representatives (CSRs) in a fast-paced Customer Service Center (CSC), serving as a readily available resource for managers, supervisors, and team members. 
•  Monitor performance and call-handling activities to ensure compliance with call center procedures and contractual performance metrics. 
• Maintain expertise in policies, procedures, and systems to support the delivery of accurate, high-quality customer service. 
• Resolve escalated customer inquiries and issues in a timely, professional manner, ensuring all cases are brought to resolution. 
• Assist with workforce management activities, including task assignments, scheduling recommendations, and onboarding and training of new employees. 
• Support payroll processing, attendance tracking, and other administrative functions as needed.
• Serve as a backup for supervisory responsibilities when required. 
• Participate in cross-functional training to provide operational support 
• Prepare clear and professional written communications, including status updates, reports, and documentation of system or process issues

What We Offer

• $20.50/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. 
• Minimum 1 year of experience in a call center Team Lead, supervisory, management, or leadership role. 
• High school diploma or GED required. 
• 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 $20.50 per hour 

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.

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.