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 Team Lead- Great Benefits & PAID TRAINING! Reports directly to a Call Center Supervisor. Provides courteous and accurate one to one telephone contact with consumers, assisting in providing program account information and password reset assistance for the online Consumer Portal. Use the designated system to document calls, requests and status information. Essential duties may include, but are not limited to: 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 Upholds/Adhere to changes in policy and procedure Act as initial point of contact for inquiries from potential and existing beneficiaries related to Spend-down, My Account password resets and Premium Billing for the Program. 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 Handle and data enter complaints in accordance with approved policies and procedures Report any technical problems with equipment, systems or facilities to Call Center Manager Meet and exceed daily standards for calls answered, accuracy, customer service, and quality. Participate in training activities as needed. Participate in and contributes to the quality improvement process. What you get: Full Time Employment 3 weeks of Paid Training Hourly Rate $20.17 Career Growth Opportunities Full Benefit Options Great Work Environment Work Schedule (Monday-Friday) 8:30am-5:00pm Requirements: Associates degree from an accredited college or university. Two (2) minimum experience in a healthcare field. Two (2) years minimum experience in call center environment. Knowledge and operational experience in Medicaid and/or CHIP programs a plus. General knowledge of public health, managed care, human services systems and local and statewide political systems preferred. Required skills/abilities 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 applicants, beneficiaries and co-workers. Ability to problem solve through analysis and ongoing feedback. Achieve results through knowledge, empathy, and commitment. 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. Capable of working independently Excellent verbal, written, and interpersonal skills Proficient in use of personal computer, including MS Office Suite and Avaya telephone system Ability to work with people of diverse backgrounds Bilingual capabilities a plus Join a rapidly growing organization that can support your career goals Apply Today! 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