DirectJobHub
Jobs · Customer Service · Kentucky

Customer Experience Associate II

Conduent · Lexington, KY · 5 days ago
On-siteCustomer Service$16.5/hrFull-time

About the role

Call center representatives answer multiple call types focused on assisting KY residents with a variety of different health benefits (such as SNAP, Medicaid and TNAF). Call types include password resets, application status, application intake/updates and our customer also need help navigating the government's online application tool. It also includes dealing with multiple systems to input and read/interpret data back to the caller.

These calls can be difficult as we handle SNAP and other benefits (Supplemental Nutrition Assistance Program) and deal with callers who are missing/denied benefits.

Responsibilities

  • Answer multiple call types focused on assisting KY residents with a variety of different health benefits (such as SNAP, Medicaid and TNAF).
  • Deal with multiple systems to input and read/interpret data back to the caller.
  • Handle difficult calls involving SNAP and other benefits (Supplemental Nutrition Assistance Program) and callers who are missing/denied benefits.
  • Maintain professionalism throughout the call regardless of how difficult it may become.
  • Follow a break and lunch schedule daily that is set by our global Workforce team.
  • Answer all calls that come into their station (ie, not hanging up, not responding so that the caller hangs up, and not abusing hold time as it is closely monitored).

Requirements

  • One year minimum experience in High Volume Call Centers
  • One year minimum Customer Service Experience
  • High School diploma or GED
  • Background and drug screening required
  • Ability to adhere to a break and lunch schedule
  • Excellent typing and grammar skills
  • Excellent customer service skills
  • Excellent phone etiquette skills
  • Reliable internet access
  • Quiet work environment, free of distractions
  • Must reside in the State of Kentucky for this position

Qualifications

Required: High School diploma or GED

Preferred: Vocational training, certifications, or equivalent experience

Skills

  • Customer Service
  • Computer Skills
  • Phone Etiquette
  • Script Memorization
  • Time Management

Benefits

Full benefits package including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and/or sick time.

Pay

$16.50 per hour (bi-weekly pay)

The estimated salary range for this role is $16.50 base pay plus ABC incentives.

Schedule

Full-time schedule (40 hrs. a week)

Availability between the hours of operation - Monday thru Friday - 8:00 AM - 8:00 PM EST

Saturdays - 8:00 AM to 5:00 PM EST

Similar jobs