Customer Care Associate III

Conduent, Inc.
Baltimore, MD
Jun 17, 2019
Jun 19, 2019
Accountant, IT
Full Time
Overview As a team member in our Customer Care business, you'll focus on building trust with our clients. Depending on your role, you could be helping customers directly through voice and chat, training tomorrow's leaders, or leading the way to ensure our centers run more smoothly. At Conduent, we give our employees the opportunity to further develop their interpersonal communication skills and push boundaries of collaborative thinking. Full Time Entry Level Customer Service Benefits Included Success Profile What will make you successful at Conduent? Check out the traits we're looking for and see if you have the right mix. Communicator 9 Problem-Solver 9 Personable 8 Compassionate 7 Multi-Tasker 6 Creative 5 Traits are on a scale of 1 to 10 Addtional Traits Trustworthy Collaborative Consistent Efficient Independent Organized Team Player Rewards Healthcare Conduent is proud to offer comprehensive and competitive benefits that reflect the value of our employees. Benefits will differ by country, please contact your recruiter for details specific to your location. Varying Schedules Collaboration Department learning opportunities and company-wide digital knowledge share. Company Discounts Professional Development Conduent offers programs to help advance the careers of our employees. Responsibilities Description Conduent is the world's largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve. We manage interactions with patients and the insured for a significant portion of the US healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world. Whether it's digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning - Conduent manages and modernizes these interactions to create value for both our clients and their constituents. Learn more at 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 customers 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. Scope: General: *Senior level job with considerable work experience *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) 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 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.

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