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.

Call center agent IV, Full-time, Benefits, Vacation $16.25/hr onsite-Columbia, SC

Requirements: High School Diploma 3 + years of call center experience, 1 year of supervisor experience. Background and drug screening are required.

POSITION PURPOSE: working hours: 8-5 pm M-F

The Customer Service Specialist requires a comprehensive knowledge of customer service concepts, practices, and procedures. The CSS serves as a Level 2 contact for problem resolution and information gathering regarding escalated customer requests and work assignments. The CSS works under general supervision and has functional responsibility for tasks assigned to them by the State’s Regional Contact Personnel while meeting required service levels for courtesy, accuracy, and response time. This position reports to the Conduent-managed South Carolina State Disbursement Unit’s (SDU) Operations Manager.

These positions are co-housed with the Customer so exceptional professional behavior, attendance, and customer service, are required. The CSS will deal specifically with the SC Child Support program so a working knowledge of child support is highly preferred.

The Position is available in Columbia.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• Beyond High School Diploma or equivalent required and/or training

• 3 + years experience in a large-scale, complex, multi-function call center environment

• 1 + years experience in a task lead or supervisory role

• Child Support experience is a plus

• Demonstrated strong organizational and interpersonal communication skills

• Excellent analytical, problem-solving, and management skills

• Considerable interface by phone and/or in-person with internal users, external customers, and external vendors necessitates tact and strong verbal communication skills

• Dependable work history

• PC skills: Microsoft Windows, Word, Excel, and Outlook

• Professional appearance and behavior are mandatory

General Profile

Proficient in a range of operational processes through prior job-related experiences and training.

Completes assignments and guides the work of peers and other team members.

May work cross-functionally, in different areas when necessary.

• Proposes improvements to processes and methods.

• Works within established procedures and practices.

Functional Knowledge

• Has developed skillset in a range of processes, procedures, and systems

• Acts as a technical expert in an area.

Business Expertise

• Understanding of how teams integrate and work best together to support the achievement of company goals

Impact

• Impacts own team and other teams whose work activities are closely

• Impacts the end-user for a more efficient and pleasant experience.

Leadership

• Serves as a team head and may allocate work.

• May give subject matter guidance to junior team members.

Problem Solving

• Ability to problem-solve, allowing for evaluation of issues and solutions to provide the best outcome for the client and end-users.

Interpersonal Skills

• Exchanges ideas and information effectively.

Warm and patient demeaner, showing empathy and understanding to the end user.

Responsibility Statements

• Provides customers with information that is specialized and communicated in warm empathetic manner.

• Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution.

• Identifies customer needs by referring to case notes, examining each as a specific case

• Handles escalated transactions where the front line has exhausted all options or when the customer insists on speaking with a manager or the corporate office.

• Provides customers with information that is specialized and communicated in warm empathetic manner.

• Gathers all necessary information to update the database

• Explains company policies to customers as required

• Guides end-to-end resolution of customer issues, seamlessly and efficiently

• Supports and mentors less experienced team members

• Performs other duties as assigned

• Complies with all policies and standards

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 (https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf) . You may also click here to access Conduent's ADAAA Accommodation Policy (http://downloads.conduent.com/content/usa/en/document/cdt_adaaa_accommodation_pol.pdf) .

At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent.