Customer Experience Associate IV

Team Lead Customer Experience Associate IV - (Onsite) 

$19.00/HR 

Great Benefits 

PAID TRAINING!

Summary: 

As a (Team Lead) Customer Service Representative IV- Onsite, you will be supporting our client’s customers as a first point of contact and resolving questions concerning their accounts. 

What you will be doing:  

• Monitor an assigned team of Customer Service Representatives (CSRs) in the fast-paced CSC, being always accessible to the Manager, Supervisors, and CSRs. 
• Drive compliance to Call Center call-handling procedures to meet contractual call metrics by monitoring CSR call-handling activity using the Call Monitoring Systems. 
• Be knowledgeable in Vector policies and procedures and guide delivery of excellent and accurate customer service by CSRs. 
• Handle escalated calls in a timely and professional manner ensuring that all customer cases are followed through to closure. 
• Conduct weekly touchpoint meetings with your assigned team of CSRs to provide performance feedback and communicate benchmarks for performance. 
• Assist the Supervisor in assigning work tasks to CSRs, make recommendations for scheduling, and take an active role in the training of new hires. 
• Assist with payroll and attendance records processing as required. Be able to act as a supervisor stand-in as needed. 
• Be open to cross-functional training to provide coverage for other departments. 
• Possess good writing skills and be able to communicate effectively to convey status updates and report system and procedural issues. 

What you get: 

• Full-Time Employment  
• Pay is $19.00/hr which may be below your state's minimum wage. Please take this into consideration when applying 
• Career Growth Opportunities 
• Work Schedule: (8am-5pm with Wednesday/Saturday off)
• Training time will be for 4 weeks
• Full Benefit Options 
• Great Work Environment 

People who succeed in this role have:  

• The ability to convey complex information in clear and concise terms to ensure customer understanding. 
• Strong work ethic. 
• Effective and accurate written and verbal communication skills. 
• Effective problem-solving skills. 
• Can navigate multiple applications and research solutions with ease 
• Love helping people and guiding them to the best solution for their issue
• Are excited by innovative technology
• Provide calm conflict resolution and problem-solving for frustrated customers
• Can work in a structured environment for the duration of your allotted, full-time schedule taking high-volume calls from customers
• Can commit to 100% attendance for three to five weeks of paid training

Requirements 

• Must be at least 18 years of age or older. 
• Must have a High School Diploma or GED 
• A minimum of 1-year experience in Call Center or Customer Services  
• Previous experience in a leadership role a plus 
• All internals must have 6 months experience in your current role.
• Must be able to successfully pass a criminal background check

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 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

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.