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Customer Care Call Center Associate I

Conduent, Inc. Fresno Full-Time
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Overview

As a member of the corporate team, you’ll focus on enhancing the relationship with our clients as we provide outstanding business solution services. Within departments like Accounting & Finance, Human Resources, and Engineering, Conduent is actively staffing all teams with roles like Recovery Analyst, Client Services Specialist, and Senior Management Consultant. At Conduent, we give our employees the opportunity to further develop their career skills with the intention of growing them into leaders within the organization.

  • Full Time
  • Experienced
  • Professional Development Opportunities


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.

  • Adaptable 9
  • Detail-Oriented 9
  • Multi-Tasker 8
  • Strategic 10
  • Expressive Presenter 6
  • Conceptual 4
Traits are on a scale of 1 to 10

Addtional Traits

  • Insightful
  • Organized
  • Consistent
  • Efficient
  • Focused
  • Logical
  • Responsible
  • Versatile


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.

  • Balance
  • Maintaining a work/life balance is the key to success.

  • Collaboration
  • Department learning opportunities and company-wide digital knowledge share.

  • Compensation
  • Competitive salaries.

  • Family Support
  • Additional resources to support employees with families.

  • Professional Development
  • Conduent offers programs to help advance the careers of our employees.



Responsibilities



About Conduent

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 U.S. 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 URL blocked - click to apply.



Job Description Req ID: 2019-8107
Locations: Fresno, California, United States
Job Type: Full-time regular
Travel: No

Fulltime position open 7 days a week.

A typical work week will be 8 hours a day, 5 days a week, and will include

either a Saturday or Sunday. 

Purpose:


  • Responsible for responding to customer inquiries with basic Program details, general Program questions, completing Manual Reviews of Program applications and yearly Recertification process inquiries.
  • Answers a variety of real-time inbound voice-based communications in English or other languages to support Customer Care.  

    •Using a computerized system, responds to customer inquiries in a Call Center Support environment.

  • Resolve customer queries and complaints, which fall within the scope of the assigned responsibilities (Some examples may include answering basic Program questions, referring customers to proper Service Provider, navigating Program website, determining eligibility for Program benefits based on specified requirements 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.

    General:

  • Entry Level with little or no prior work experience

  • Acquires basic skills to perform routine tasks via Training/Nesting environment

  • Work is routine and requires average problem resolution skills
    •Good Written and Verbal skills required attention to detail when determining Program eligibility and logging information into contact forms

  • Works with either close supervision or under clearly defined parameters**Starting Pay at $14.00 per hour with step increases based on uptraining, tenure and performance; Bilingual (Spanish) start at $14.50 per hourPrimary Responsibilities:  
    -Gathers information, researches/resolves inquiries and logs customer calls
    -Informs customers about services available and assesses customer needs for resolution  
  • -Work with Floor Support and Supervisor to escalate unresolved issues

  • -Reviews Program applications submitted via mail or web portal and follows process to determine correct eligibility to receive Program Benefit

  • -Answer general questions from Service Providers and assist with system navigation
  • -Assist with Program web portal issues ex. Application process questions
  • -Protect security of Consumer Account information

  • -Responds to telephone inquiries and complaints using standard call flow and standard procedures ex. Application status, How to apply, Eligibility documentation required


Closing

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:URL blocked - click to apply.

 

Recommended skills

Call Flow
Customer Support
Spanish Language
Finance
Accounting
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Customer Care Call Center Associate I
Estimated Salary: $65K
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Job ID: 2019-8107

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