In-Office Customer Care Travel Call Center Associate II

Job Description

About Conduent

Conduent delivers mission-critical services and solutions on behalf of businesses and governments creating exceptional outcomes for its clients and the millions of people who count on them. Through people, process and technology, Conduent solutions and services automate workflows, improve efficiencies, reduce costs and enable revenue growth. It’s why most Fortune 100 companies and over 500 government entities depend on Conduent every day to manage their essential interactions and move their operations forward.

 

Conduent’s differentiated services and solutions improve experiences for millions of people every day, including two-thirds of all insured patients in the U.S., 10 million employees who use its HR Services, and nearly nine million people who travel through toll systems daily. Conduent’s solutions deliver exceptional outcomes for its clients including $16 billion in medical bill savings, up to 40% efficiency increase in HR operations, and up to 40% improvement in processing costs, while driving higher end-user satisfaction. Learn more at www.conduent.com.


Job Description

This position is in office Monday-Friday. 

  

Must Have:

    

HS Diploma or greater.

     

Call Center Experience.

    

Customer Service Experience. 

 

Can work in a fast pace.

 

 
Purpose:
•Responsible for responding to customer inquiries and complaints regarding company records, billings, contract renewals, and supply returns.  Answers and initiates a variety of real-time inbound and outbound voice-based communications in English or other languages to support customer care.  
•Using a computerized system, responds to customer inquiries in a call center environment.
•To resolve customer queries and complaints, which fall within the scope of the assigned responsibilities (Some examples may include Billing, Healthcare, Human Resources, Order Processing, or Customer Support).  Agents will have at their disposal a range of tools, processes and systems to address the customer inquiries with speed and efficiency.
•The purpose of the role is to respond to inbound calls and or written inquiries from clients / customers.  Ensures high level of customer satisfaction is obtained with each interaction.  Role is responsible for assigned population of customers within a specified region of support.


Primary Responsibilities:
•Responds to telephone inquiries and complaints using standard scripts and procedures
•Gathers information, researches/resolves inquiries and logs customer calls
•Communicates appropriate options for resolution in a timely manner
•Informs customers about services available and assesses customer needs
•Prepares standard reports to track workload, response time and quality of input

 

General:
•Has developed specialized skills or is multi-skilled through job-related training
•Completes a variety of atypical assignments
•May solve problems of a recurring nature, but takes a broad perspective to problems and may identify new, less obvious solutions
•Completes work with a limited degree of supervision
•Acts as an informal resource for colleagues with less experience
•May lead a team in the performance of a variety of tasks that are generally routine
•May have specialized external certification (technical roles)

 


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 "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.