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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.Customer Experience Associate IIJob DescriptionTitle: Customer Experience Associate IIFunction DescriptionProvide day to day contracted services to external clients. Contracted services may include technical or non-technicalcustomer support, transaction processing and sales & marketing services.Job Family DescriptionRespond and resolve customer inquiries and issues regarding the client products or services via telephone, email and/or chat.Job Track Description:Performs tasks according to established procedures.
Performs business support or technical work, using data organizing and coordination skills to complete assignments.
In some areas, requires vocational training, certifications, licensures or the equivalent experience.
General ProfileExpands skills in own work area within an analytical or operational process.
Maintains appropriate licenses, training and/or certifications, as needed.
Applies experience and skills to complete assigned work within own area of expertise.
Works within standard operating procedures.
Works with a moderate degree of supervision.
Functional KnowledgeHas developed operational processes or analytical skills to perform a variety of activities.
Business ExpertiseHas good understanding of how the team integrates with others.
ImpactImpacts own team through the quality of the services or information provided; follows standardized procedures and
practices and receives regular but moderate supervision and guidance.LeadershipHas no supervisory responsibilities; manages own workload.
Problem SolvingRecognizes and solves typical problems that can occur in own work area without supervisory approval; evaluates and
selects solutions from established operating procedures.Interpersonal SkillsUses communication skills to exchange of information.
Enter Responsibility StatementsAscertains the 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.Identifies customer needs by referring to past transactions/case notes, analyzing case by case as needed.Executes routine inbound and outbound call center activities concerning the business products/services, using alternatives as per standard scripts and established guidelines and under supervision, in order to meet SLAs.Provides customer with appropriate customized information requested.Derives all necessary information from customer to update database.Escalates issues to senior levels as needed, based on reports on complaints or concerns, explaining company policies tocustomers.Additional InformationPerforms other duties as assignedComplies with all policies and standardsMust be 18 years or Older to applyMust have a High School Diploma or GEDMust be able to pass a background and drug testConduent 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 "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form (https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf) . You may also click here to access Conduent's ADAAA Accommodation Policy (http://downloads.conduent.com/content/usa/en/document/cdtadaaaaccommodationpol.pdf) .
