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 Requirements: A minimum of 4 years experience in a customer service setting. Call center preferred. Basic computer skills. High school diploma or GED. Required background, WORK ON-SITE, NOT A REMOTE POSITION! Job Track Description: Answering calls within 5 seconds or less Providing one call resolution whenever possible Maintaining up to date product knowledge Reviewing their quality assurance evaluations within a timely manner Escalating card-holder issues to the call center management team Maintain adherence in areas such as attendance, punctuality, and aux times General Profile Expands skills within an analytical or operational process. Maintains appropriate licenses, training, and certifications. Applies experience and skills to complete assigned work. Works within established procedures and practices. Works with a moderate degree of supervision. Functional Knowledge Has developed skill-set in a range of processes, procedures, and systems. Business Expertise Supports the achievement of company goals by integrating teams for the best outcome. Impact Impacts a team through the quality of services and information provided. Follows standardized procedures and practices and receives moderate supervision and guidance. Leadership Has no supervisory responsibilities. Manages own workload. Problem Solving Ability to problem solve, self-guided. Evaluates issues and solutions to provide the best outcome for the client and end-users. Interpersonal Skills Exchanges information and ideas effectively. Responsibility Statements Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution. Identifies customer needs by referring to case notes and examining each as a specific case. Performs routine call center activities concerning business products and services. Uses standard scripts and established guidelines under supervision, to meet SLAs. Provides customers with information that is specialized and communicated in a warm empathetic manner. Gathers all necessary information to update the database. Escalates issues to senior levels, based on complaints or concerns. Explains company policies to customers. Performs other duties as assigned. Complies with all policies and standards. 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