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by Chris Durst Dec. 17, 2024
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Conduent, the business process outsourcing giant, has posted Remote Customer Experience Associate II job to their careers page.
This position is open to candidates in the United States EXCEPT AK, AR, CA, HI, IA, IL, MD, MV, MA, MT, ND, NH, NY, SD, and WA.
In this role, you will be answering multiple call types focused on assisting KY residents with a variety of different health benefits (such as SNAP, Medicaid and TNAF). Call types include password resets, application status, application intake/updates and our customer also need help navigating the government’s online application tool.
A college education is not required, but applicants should have at least one year experience in a high-volume call center, 1+ year of customer service experience, excellent typing and grammar, and the ability to navigate a computer with confidence.
Computer provided. Paid training.
The posted pay rate is $16.50 per hour. The company also offers a comprehensive benefits program.
Following are excerpts from the Remote Customer Experience Associate II job posting:
- Remote – Customer Service Representative
- $16.50/ Hourly Paid Training
- Equipment Provided
- Full-time with Full Benefits
Are you seeking an opportunity to make a real impact in a company that appreciates ideas and new ways of thinking?
Training Monday-Friday 8:00 am-5:00 pm 4 weeks
Shifts:
- An 8 hour shift will be provided during the hours of operation –
- Monday thru Friday – 8:00 AM – 8:00 PM EST
- Saturdays – 8:00 AM to 5:00 PM EST
Compensation & Benefits
- $16.50 per hour pay rate (bi-weekly pay)
- Paid Training with Equipment provided.
- Full-time schedule (40 hrs. a week)
- Career Growth Opportunities
- Full Benefit Options – From the start, our paid training program will teach you all the skills needed to allow you to become successful in your role. We also offer a full benefits package, so you’ll be able to thrive both personally and professionally.
- Employee Discounts through PerkSpot.
About the Role
Call center representatives answer multiple call types focused on assisting KY residents with a variety of different health benefits (such as SNAP, Medicaid and TNAF). Call types include password resets, application status, application intake/updates and our customer also need help navigating the government’s online application tool. It also includes dealing with multiple systems to input and read/interpret data back to the caller. These calls can be difficult as we handle SNAP and other benefits (Supplemental Nutrition Assistance Program) and deal with callers who are missing/denied benefits.
Requirements:
- Required 1 year minimum experience in High Volume Call Centers
- Required 1 year minimum Customer Service Experience
- High School diploma or GED
- Background and drug screening required.
- Stationary for your entire shift
- Quiet work environment, free of distractions
Those Successful in this role:
- Ability to problem solve through analysis and ongoing feedback.
- Achieve results through knowledge, empathy, and commitment.
- Ability to work with people of diverse backgrounds.
- Ability to adhere to a break and lunch schedule
- Excellent typing and grammar skills
- Ability to navigate a computer
- Ability to understanding/utilize policy.
- Excellent customer service skills.
- Excellent phone etiquette skills
- Reliable internet access
States that are Not Applicable for this position:
AK, AR, CA, HI, IA, IL, MD, MV, MA, MT, ND, NH, NY, SD, WA
Job Track Description:
Kentucky Health Benefits Exchange CSRs answer multiple call types focused on assisting Kentucky Citizens with a variety of different health benefits (such as SNAP, Medicaid and TNAF). Call types include password resets, application status, application intake/updates and our customer also need help navigating the government’s online application tool. This position consists of taking back-to-back calls often, without follow up or time between calls for the duration of your shift. It also includes dealing with multiple systems to input and read/interpret data back to the caller. The ideal candidate needs to be able to answer questions fully and capture data into a client system and responsible for memorizing several scripts verbatim per our client’s policy. CSR’s must answer all calls that come into their station (ie, not hanging up, not responding so that the caller hangs up, and not abusing hold time as it is closely monitored) and maintain professionalism throughout the call regardless of how difficult it may become.
As stated calls can be difficult as we handle SNAP and other benefits (Supplemental Nutrition Assistance Program) and deal with callers who are missing/denied benefits.
CSR’s are held accountable for goals such as valid transfers (valid as defined by the transfer reasons and departments in our knowledgebase), Quality Assurance (guidelines set forth by the client and reported on weekly), Customer Satisfaction Surveys (Again, guidelines set forth by the client and reported on weekly).
CSR’s are responsible for following a break and lunch schedule daily that is set by our global Workforce team. Our internal department can accurately forecast how many calls we are going to take every 30 minutes , that being said, since we are good at forecasting that call volume, we also know how many CSRs we need to answer all of those citizen calls. So being here is critical.
Performs business support or technical work, using data organizing and coordination skills.
Performs tasks based on established procedures.
Responsibility Statements – Remote Customer Experience Associate II
- 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 and under supervision.
- 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.
More on Compensation & Benefits
Pay Transparency Laws in some locations require disclosure of compensation and/or benefits-related information. For this position, actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, Conduent provides a variety of benefits to employees including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and/or sick time. The estimated salary range for this role is $16.50 base pay plus ABC incentives.
HOW TO APPLY
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