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Customer Service New Associate – Intelligent Citizen Services (ICS)As an Accenture Flex employee, you will apply your skills and experience to help drive business transformation for leading organizations and communities. In addition to delivering innovative solutions for Accenture’s clients, you will work with a highly skilled, diverse network of people across Accenture businesses who are using the latest emerging technologies to address today’s biggest business challenges. You will receive competitive rewards and access to benefits programs and world-class learning resources. The Customer Service New Associate - Intelligent Citizen Services (ICS) will leverage call center experience serving as Tier1 Agent to deliver excellent customer service thru incoming/outgoing phone, email and chat inquiries from customers, process applications and resolve customer disputes with a positive outcome. The right candidate will enjoy assisting customers with first call resolution, de-escalate caller situations, adapt quickly to change, and working in a team environment. Job Duties
Answer incoming phone calls, chats, and/or emails
Conduct outreach phone calls and/or emails
Provide outstanding customer service
Recognize and follow call flows with scripts
Research and review customer inquiries
Research information using multiple systems
Relay research findings and outcomes to customers
Manage customer contact while balancing the entry and review of all customer documentation
Successfully achieve individual production metrics and contribute to the success of the broader team’s goals
Maintain compliance and adhere to quality standards aligned to reduce operational risk
Protect the privacy of clients while using multiple data sources and systems
Identify and escalate appropriate issues
Clearly document call information and encounters in call logs
Recognize and alert management of risk and trends
Quickly transition from one task to another
Maintain a professional demeanorOther duties as assigned
Job Requirements
Must have strong Wi-Fi/internet access to handle calls received via the internet
Must have a remote/quiet and private work location
Must be able to work an 8-hour shift between the hours of 7:00 a.m. to 5:00 p.m. Central Time, Monday-Friday
Basic Qualifications
Minimum of two (2) years Customer Service experience
Minimum of one (1) year Call Center environment experience
Minimum of six (6) months experience in the Accenture Health and Public Services sector
Preferred Qualifications
Experience in a high-volume call center environment to include inbound/outbound calls, chats and email
Health and Public Services experience to include State Medical Assistance, TANIF, SNAP, LiHeap, Child Support Enforcement, or Early Childhood Education and Care Services
Microsoft Office experience to include Excel, Word, Outlook, Teams, and Microsoft Forms
Experience in a Business Process Outsourcing (BPO)/Business Process Services (BPS) environment
Professional Skills
Strong listening skills
Excellent verbal and written communication skills
Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired in California, Colorado, District of Columbia, Maryland, New York or Washington as set forth below. The application window for this job will remain open until at least 08/29/2024. However, if this date has passed, please note we are still accepting applications.Information on benefits is here. (https://www.accenture.com/us-en/careers/local/flexcareers#block-section-total-rewards) Role Location Hourly Salary RangeCalifornia $22.40 to $27.40Colorado $22.40 to $22.40District of Columbia $23.40 to $23.40New York $21.30 to $27.50Maryland $22.00 to $23.40Washington $23.00 to $23.00What We BelieveWe have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here (https://www.accenture.com/us-en/about/inclusion-diversity/us-workforce) Equal Employment Opportunity StatementAccenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation.All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.Accenture is committed to providing veteran employment opportunities to our service men and women.For details, view a copy of the Accenture Equal Employment Opportunity and Affirmative Action Policy Statement (https://www.accenture.com/content/dam/accenture/final/accenture-com/document/Annual-Policy-Statement-Regarding-EEO-2023-Applicant.pdf#zoom=50) .Requesting An AccommodationAccenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email (https://www.accenture.com/us-en/about/contact-us) or speak with your recruiter.Other Employment StatementsApplicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.
