About this role
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.
Job Track Description:
• Performs business support or technical work, using data organizing and coordination skills. • Performs tasks based on established procedures. • In some areas, requires vocational training, certifications, licensures, or equivalent experience.
General Profile
• Expands skills within an analytical or operational process. • Maintains appropriate licenses, training, and certifications. • Applies experience and skills to complete assigned work. • Works within established procedures and practices. • Works with a moderate degree of supervision.
Functional Knowledge
• Has developed skillset in a range of processes, procedures, and systems.
Business Expertise
• Supports the achievement of company goals by integrating teams for the best outcome.
Impact
• Impacts a team through quality of services and information provided. • Follows standardized procedures and practices and receives moderate supervision and guidance.
Leadership
• Has no supervisory responsibilities. • Manages own workload.
Problem Solving
• Ability to problem solve, self-guided. • Evaluates issues and solutions to provide the best outcome for the client and end-users.
Interpersonal Skills
• Exchanges information and ideas effectively.
Responsibility Statements
• Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution. • Identifies customer needs by referring to case notes and examining each as a specific case. • Performs routine call center activities concerning business products and services. • Uses standard scripts and established guidelines and under supervision, to meet SLAs. • Provides customers with information that is specialized and communicated in a warm empathetic manner. • Gathers all necessary information to update the database. • Escalates issues to senior levels, based on complaints or concerns. • Explains company policies to customers. • Performs other duties as assigned. • Complies with all policies and standards.