Customer Experience Associate II

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.

Bilingual Customer Service Representative II (Spanish/English)

Hybrid (In-Office & Remote Position)

Located in Middletown, PA (Must be within 50 miles of office location)

Join the Conduent Customer Service Team

The high-volume call center located in Middletown, Pennsylvania is growing! Are you seeking an opportunity to make a real impact on a company that appreciates ideas and new ways of thinking? Come join us and grow with a team of people who will challenge and inspire you to be the best!  

Working for you:

Bi-weekly pay at $17.85 per hour (which may be below your state’s minimum wage, please take this into consideration when applying)

Training & Production

Schedule:

Monday-Friday 8:00am-5:00pm EST (Training will be the first 4 weeks)

Hybrid Position:
Work 2 days in office and 3 days remotely from home after training.

• Paid Training
• Full-time schedule (40 hrs. a week)
• Career Growth Opportunities
• Perk Spot
  - Employee discount program
• Full Benefit Options - From the start, our paid training program will teach you all the skills needed to allow you to become successful in your role. We also offer a full benefits package, so you’ll be able to thrive both personally and professionally.
• Enjoy a positive, employee-friendly culture while playing an important role in supporting our clients.

About the Role:

The Customer Service Representative will take chats, inbound, and outbound calls on behalf of the child support services for the Commonwealth of Pennsylvania while delivering a strong commitment to exceptional customer service.

• Ability to answer calls timely, as they are automatically received through blended call queues
• Ability to answer incoming chat inquiries in a timely and accurate manner
• Provide a one call resolution through asking pertinent questions to understand members’ concerns
• Updating member information efficiently and accurately through active listening
• Maintain up-to-date product knowledge through offered training
• Utilizing soft skills while engaging with members
• Maintain a calm & positive demeanor while engaging with members
• Excellent time management & multitasking skills
• Reviewing Quality Assurance assessments within a timely manner
• Escalating member concerns to the call center management team
• Maintain adherence to all key performance indicators as set forth within the call center & corporate guidelines
• All other duties as assigned

Those successful in this role:

• Punctual, reliable, & consistent attendance
• Display effective communication & ability to follow communication procedures/guidelines
• Possess proficient computer skills in computer programs such as Microsoft 365, AVAYA phone systems, and other miscellaneous programs.

Requirements:

• High School diploma or GED
• Minimum of one year of experience in a customer service roll and call center experience preferred
• Ability to pass a background check.
• Ability to sit for long periods of time.

Pay Transparency Laws in some locations require disclosure of compensation and/or benefits-related information. For this position, actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, Conduent provides a variety of benefits to employees 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.

The estimated hourly rate for this role is $17.85 per hour.

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.

For US applicants:
People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: . Complete the form and then email it as an attachment to . You may also .