Key skills
High Volume Call Center ExperienceCustomer Service ExperienceTyping SkillsGrammar SkillsComputer Navigation SkillsPhone EtiquetteReliable Internet AccessQuiet Work Environment
About this role
Conduent is a company delivering mission-critical services and solutions for Fortune 100 companies and governments. They are seeking a Remote Call Center Customer Service Representative to assist Kentucky residents with various health benefits, handling calls related to application statuses and technical support for online tools.
Responsibilities:
- Answer multiple call types focused on assisting KY residents with a variety of different health benefits (such as SNAP, Medicaid and TNAF)
- Handle password resets, application status, application intake/updates and help customers navigate the government's online application tool
- Deal with multiple systems to input and read/interpret data back to the caller
- Answer questions fully and capture data into a client system
- Memorize several scripts verbatim per client’s policy
- Answer all calls that come into their station without hanging up or abusing hold time
- Maintain professionalism throughout the call regardless of its difficulty
- Be accountable for goals such as valid transfers, Quality Assurance, and Customer Satisfaction Surveys
- Follow a break and lunch schedule set by the global Workforce team
- Perform business support or technical work, using data organizing and coordination skills
- Perform tasks based on established procedures
Requirements:
- 1 year minimum experience in High Volume Call Centers
- 1 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
- Ability to navigate a computer
- 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