Customer Experience Associate I

«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 M-F 8:00am - 5:00pm Hourly Rate: $12.10 Per Hour This position is TEMPORARILY REMOTE. This position is 100% managing inbound and outbound calls speaking with clients and/or their representatives. Job Track Description: Performs business support or technical work, using data organizing and coordination skills. Performs tasks based on established procedures. Complete ingoing/outgoing calls on participants. Conduct assigned satisfaction surveys. Use appropriate Conduent and OAAS databases. Document participant interactions, any participant issues or complaints, and outcomes. Escalate and refer appropriate complaints to Protective Service Services. Participate in ongoing department trainings. Executes routine inbound and outbound call center activities concerning the business products/services, using a standard script and established guidelines and under supervision, in order to meet SLAs Ascertains nature of the transaction/call and assesses whether it can be handled in place, needs to be transferred, or further follow-up is required, in order to provide client with appropriate resolution. Provides customer with appropriate standard information requested. Derives all necessary information from customer to update database. Understands when to seek help and/or escalate to a more senior role. Complete monthly contacts with participants to monitor service delivery. Qualifications Minimum High School Diploma or GED required Call center experience General Knowledge of Medicaid and long term care programs a plus General Profile Ability to perform in an analytical and operational process. Entry-level position with limited requirements for licenses, training, and certifications. Applies experience and skills to complete assigned work. Works within established procedures and practices. Works with a close degree of supervision. . 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