Call Center Agent II

About Conduent:

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 Description:

Way2Go Customer Care Center

Middletown, Pennsylvania

Full-time, $17.50/Hr

Job Summary

The Way2Go call center located in Middletown, Pennsylvania is a growing, high volume call center that services child support payment service cards for multiple states. The call center is an inbound call center with a strong commitment to exceptional customer service. The call center hours are Monday through Friday from 7:00 a.m. - 8:00 p.m.

Training hours (4 Weeks) 8 am-4:30 pm EST-M-F, working hours AFTER training 11 am-8 pm EST-M-F

Essential Duties and Responsibilities

• Ability to answer calls timely, as they are automatically received through blended call queues

• Provide a one call resolution through asking pertinent questions to understand cardholder's concerns

• Updating cardholder information efficiently and accurately through active listening

• Maintain an up-to-date product knowledge through offered trainings

• Utilizing soft skills while engaging with cardholders

• Maintain a calm & positive demeanor while engaging with cardholders

• Display effective communication & ability to follow communication procedures/guidelines

• Punctual, reliable, & consistent attendance

• Ability to hold self accountable for time management & multitasking skills

• Reviewing Quality Assurance assessments within a timely manner

• Escalating cardholder concerns to the call center management team

• Maintain adherence to all key performance indicators as set forth within the call center & corporate guidelines

• Training will follow a schedule of 8:00 a.m. - 5:00 p.m. for a duration of 4 weeks

• All other duties as assigned

The ideal candidate will be able to meet the following requirements

• A minimum of one year of experience in a customer service roll & call center experience preferred

• Proficient computer skills in computer programs such as Microsoft 365, AVAYA phone systems, and other miscellaneous programs

• Ability to sit for long periods of time

• High School Diploma or GED equivalent

• Ability to pass a background check

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: click here to access or download the form (~~~) . You may also click here to access Conduent's ADAAA Accommodation Policy (~~~) .

At Conduent, we value the health and safety of our associates, their families and our community. Under our current protocols, we do not require vaccination against COVID for most of our US jobs, but may require you to provide your COVID vaccination status, where legally permissible.