Customer Experience Associate III

«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 CALL CENTER REPRESENTATIVE East Hartford, CT $16.83/HR. This position is a not a Work From Home position. 8:30AM-5:00PM MON-FRI Required skills/abilities Ability to provide Exemplary Customer Service and achieve results through respect, empathy, knowledge and commitment. Knowledge of Medicaid and managed care programs. Basic understanding of a call center environment and quality monitoring processes Ability to establish and maintain effective working relationships with Consumers and co-workers. Ability to problem solve through analysis and ongoing feedback. Ability to work with people of diverse backgrounds. Data entry skills to include accuracy and spelling Ability to handle multiple tasks and meet deadlines; flexibility under pressure Ability to maintain strict confidentiality Ability to maintain self-control under stressful situations. Ability to work independently and maintain accountability Excellent verbal, written, and interpersonal skills Proficient in use of computer, including MS Office Suite and Avaya telephone system Bilingual capabilities a plus Responsibility Statements Maintains good attendance and punctuality Support the Call Center floor and agents with escalated calls Acts as a liaison between Supervisors and their respective teams Acts as a backup support when a supervisor is off or unavailable Be able to Multitask Works independently on projects Coaching agents and assist/train new staff when needed Handle irate customers in a professional manner via phone Act as initial point of contact for inquiries from potential and existing HUKSY beneficiaries related to Spend-down, My Account password resets and Premium Billing for the HUSKY Program. Provide one-to-one telephone contact with consumers and providers. Assist with password resets. Accurately respond to incoming calls received by the call center. Accurately document all interactions with consumers. Maintain technical and program policy proficiency in the HUSKY Health rules/guidelines and other related program policies. Properly forward calls to Call Center Leadership or other CT agencies per procedures. Provide clear, complete, accurate and objective information based on full understanding of program requirements. Log calls into call tracking system; note trends in consumer questions and concerns, report and recommend measures to improve customer service.Work with consumers in difficult situations. Upholds/Adhere to changes in policy and procedure Minimum Experience Requirements (Candidates must have at least one of the following): Associates degree from an accredited college or university preferred. Two (2) years minimum experience in call center environment. 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