Call Center Agent I

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

Primary Responsibilities:


• Executes routine inbound and outbound call center activities concerning the business products/services, using a standard script and established guidelines and under supervision, in order to meet SLAs

  • Ascertains 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.
  • Provides customer with appropriate standard information requested.
  • Derives all necessary information from customer to update database.
  • Understands when to seek help and/or escalate to a more senior role.

 


  • 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


Must be at least 18 years of age

Must have High School Diploma or GED

 

Training will be Monday-Friday


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.