Customer Care Associate

«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 PURPOSE OF POSITION: The Customer Care Associate will handle inquiries for the New Jersey Department of Human Services Office of Child support and the services it provides via inbound calls. While speaking with the Customer on the phone, CSR’s will address and research customer inquiries and provide appropriate and accurate information. RESPONSIBILITIES: Inbound Call Center – The Agent is responsible for responding to telephone inquiries and concerns using approved procedures and guidelines while ensuring quality and integrity of the call. Answers questions on various issues such as child support payments history and account histories. Resets Personal identification of callers unable to self-serve in the Interactive Voice Response system. Gathers information, research/resolves inquiries and appropriately documents customer calls. Ability to read and interpret documents on file. Understand and retain a large amount of information. Associate should have the skills to answer and respond professionally to escalate calls, should they arise. Communicates appropriate options for resolution in a timely manner Review’s the customer needs and informs customers of services and resources available to them. Maintains adherence (attendance, punctuality, use of AUX time). Maintain and adhere to Client Guidelines regarding Confidentiality of the cases and documents reviewed. All other duties as assigned HOURS Current Call Center hours: Monday – Friday, between the hours of 8:00AM – 5:00 PM. Candidates are assigned one of the four 8 hour shifts within call center hours. COMMUTING ACCESS: Conveniently located across from the Hamilton Transit Station. EDUCATION / SKILL / EXPERIENCE REQUIREMENTS: High School diploma or GED Bilingual a Plus A minimum of 1 year call center experience in telephone customer service or related experience Display a positive attitude while meeting or exceeding the demands of a given situation, task, or performance standard. Excellent communication and listening skills Computer literacy and ability to use multiple programs Attention to detail and problem solving Typing Minimum of 35 WPM PHYSICAL REQUIREMENTS: Position requires sitting for long periods of time, handling inbound telephones and keyboarding information over the course of an 8 hour shift. 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