Customer Experience Associate IV

«out Conduent 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 Customer Experience Associate IV Summary: As a Customer Service Representative IV, you will be supporting our client’s customers as a first point of contact and resolving questions concerning their accounts. Job Track Description 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 with the objective of meeting contractual call metrics by monitoring CSR call handling activity through use of 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. Must be able to work an assigned shift between 10:15 a.m. to 7:15 p.m. as well as every third Saturday 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 clearly convey status updates and report system and procedural issues. Requirements Must be at least 18 years of age or older. Must have a High School Diploma, or equivalent. Must be able to successfully pass a criminal background check. QUALIFICATIONS: The individual in this position must have a minimum of 1 year experience in a Call Center or Walk-in Center setting. Should have a demonstrated excellent track record of personal time management and dependability. Excellent customer service, communication skills and the capability to enter data both accurately and efficiently are a must. Good mathematical skills are pertinent to this position. Internal candidates must not have any written disciplinary actions within the last 3 months. Only candidates who meet the above requirements will be contacted. 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