Customer Experience Associate II
<p class="elementtoproof"><span>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.</span></p>
<style></style><br><p><strong>Job Track Description:</strong></p>
<ul>
<li>Performs business support or technical work, using data organizing and coordination skills.</li>
<li>Performs tasks based on established procedures.</li>
<li>In some areas, requires vocational training, certifications, licensures, or equivalent experience.</li>
</ul>
<p><strong>General Profile</strong></p>
<ul>
<li>Expands skills within an analytical or operational process.</li>
<li>Maintains appropriate licenses, training, and certifications.</li>
<li>Applies experience and skills to complete assigned work.</li>
<li>Works within established procedures and practices.</li>
<li>Works with a moderate degree of supervision.</li>
</ul>
<p><strong>Functional Knowledge</strong></p>
<ul>
<li>Has developed skillset in a range of processes, procedures, and systems.</li>
</ul>
<p><strong>Business Expertise</strong></p>
<ul>
<li>Supports the achievement of company goals by integrating teams for the best outcome.</li>
</ul>
<p><strong>Impact</strong></p>
<ul>
<li>Impacts a team through quality of services and information provided.</li>
<li>Follows standardized procedures and practices and receives moderate supervision and guidance. </li>
</ul>
<p><strong>Leadership</strong></p>
<ul>
<li>Has no supervisory responsibilities.</li>
<li>Manages own workload.</li>
</ul>
<p><strong>Problem Solving</strong></p>
<ul>
<li>Ability to problem solve, self-guided.</li>
<li>Evaluates issues and solutions to provide the best outcome for the client and end-users.</li>
</ul>
<p><strong>Interpersonal Skills</strong></p>
<ul>
<li>Exchanges information and ideas effectively.</li>
</ul>
<p><strong>Responsibility Statements</strong></p>
<ul>
<li>Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution.</li>
<li>Identifies customer needs by referring to case notes and examining each as a specific case.</li>
<li>Performs routine call center activities concerning business products and services.</li>
<li>Uses standard scripts and established guidelines and under supervision, to meet SLAs.</li>
<li>Provides customers with information that is specialized and communicated in a warm empathetic manner.</li>
<li>Gathers all necessary information to update the database.</li>
<li>Escalates issues to senior levels, based on complaints or concerns.</li>
<li>Explains company policies to customers.</li>
<li>Performs other duties as assigned.</li>
<li>Complies with all policies and standards.</li>
<li>Typing Speed Requirement 25WPM</li>
</ul><br><p class="elementtoproof">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.</p>
<p class="MsoNormal">For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: <a href="https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf" target="_blank" rel="nofollow">click here to access or download the form</a>. Complete the form and then email it as an attachment to <a href="mailto:FTADAAA@conduent.com" target="_blank" rel="nofollow">FTADAAA@conduent.com</a>. You may also <a href="http://downloads.conduent.com/content/usa/en/document/cdt_adaaa_accommodation_pol.pdf" target="_blank" rel="nofollow">click here to access Conduent's ADAAA Accommodation Policy</a>.</p>