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. Read employee reviews here
Remote Program EligibilityCall Center Associate. Starting to pay $14.50h Call center hours are 9:00 am EST until 9:00 pm EST / 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. Training is conducted Monday through Friday from 10:00 AM until 6:30 PM (3 weeks of training). Must have high-speed Internet access. Requirements: Must be at least 18 years of age with at least a high school diploma or GED. At least 6 months of customer service experience and or data entry is preferred. Job 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.
Entry-level position with limited requirements for licenses, training, and certifications.
Applies experience and skills to complete assigned work.
Works within established procedures and practices.
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.
Communicates in a warm and 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.
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
Ability to perform in an analytical and operational process.
Entry-level position with limited requirements for licenses, training, and certifications.
Applies experience and skills to complete assigned work.
Works within established procedures and practices.
Works with a close degree of supervision.
20 WPM
Functional Knowledge
Has basic skillset in a range of processes, procedures, and systems.
Business Expertise
Supports in the achievement of company goals by understanding how teams integrate for the best outcome.
Impacts a team through the quality of the services and information provided.
Follows standardized procedures and practices and receives close supervision and guidance.
For consistency, methods and tasks are described in detail.
Leadership
Has no supervisory responsibilities.
Problem Solving
Ability to problem-solve, self-guided.
Evaluates issues and solutions to provide the best outcome for the client and end-users.
Has limited opportunity to exercise discretion.
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 is under supervision, to meet SLAs.
Provides customers with information that is specialized.
Communicates in a warm and 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.
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 is 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.
Typing Speed Requirement 20WPM
Eligible for Sign-On Bonus!
Hiring Now, Project-Based Customer Service Representative – $15.00/hr.
Must reside within a 50-mile radius of Lexington, KY
What you will get as a Conduent employee:
– Work from home
– $15.00 per hour
– Opportunity to become fulltime
About the Customer Service Representative role
As a member of the Customer Service team, you will help people every day by taking calls in regard to the benefits exchange.
Our call center associates are members of a supportive team to create positive experiences for our customers and clients.
Training Monday through Friday, 8:00 AM – 5:00 PM
Remote Shifts will vary, Monday – Saturday. Need to be available between the hours of 8:00 AM – 7:00 PM Monday through Friday and 8:00 AM – 5:00 PM on Saturday.
Requirements: Must be able to type at least 25 WPM. Must be at least 18 years of age with at least a high school diploma or GED. Must pass a criminal background check and drug screen. Must complete the mandatory paid training program.
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.
Establishes the appropriate approach for new assignments.
Works with a limited degree of supervision.
Functional Knowledge
Has developed skillset in a range of processes, procedures, and systems.
Business Expertise
Supports to achieve company goals by helping teams to integrate and work together.
Impact
Impacts a team through the quality of the services provided and information shared.
Uses discretion to modify work practices and processes to achieve results or improve efficiency.
Leadership
May give informal guidance to junior team members.
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 while under supervision, to meet SLAs.
Provides customers with information that is specialized.
Communicates in a warm and 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.
Responsible for the end-to-end resolution of customer issues.
Performs other duties as assigned.
Complies with all policies and standards.
30wpm.
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 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 demeanor, showing empathy and understanding to the end-user. Responsibility Statements
Provides customers with information that is specialized and communicated in a 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 a 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
Job Description
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.
Establishes the appropriate approach for new assignments.
Works with a limited degree of supervision.
Functional Knowledge Has developed skillset in a range of processes, procedures, and systems.
Business Expertise
Supports to achieve company goals by helping teams to integrate and work together.
Impact
Impacts a team through the quality of the services provided and information shared.
Uses discretion to modify work practices and processes to achieve results or improve efficiency.
Leadership
May give informal guidance to junior team members.
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 while under supervision, to meet SLAs.
Provides customers with information that is specialized.
Communicates in a warm and 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.
Responsible for the end-to-end resolution of customer issues.
Performs other duties as assigned.
Complies with all policies and standards.
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 the 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 is 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.
Responsibilities:
Manage all customer inquiries to successful resolution
Provide product and disease state information covering both on and off label information within the guidelines of Standard Responses
Provide world-class customer service and immediate resolution to inquiries at the point of customer contact
Effectively and consistently communicate messages, timely product information, and/or specific offers to physicians, health care staff, and/or consumers via outbound tele-service.
Evaluate and escalate calls as appropriate
Respond to non-phone customer inquiries (e.g., e-mail, fax)
Comply with all industry regulations including adverse events and product quality processes
Manage all assigned project work in a timely manner
Maintain up-to-date knowledge of the product, medical, disease, and industry information
Obtain pertinent customer information and record customer interactions in appropriate systems
Communicate customer calls, issues, trends, programs, and solutions
Interact with team members to manage a broad number of products, medical and business issues and share best practices
Qualifications:
3 years of clinical experience in Life Science preferred
Previous experience in a call center environment preferred
Required fluent in both English and German (able to read, write and speak both languages)
Experience providing medical information and customer service to healthcare professionals over the phone strongly preferred
Demonstrated competency using information technology, PCs, and databases
Excellent verbal, telephone communication, and writing skills required
Ability to multitask
Good problem solving and decision-making
Good time management skills
Good interpersonal skills
Good organizational skills
Team player attitude
Education:
Life Science Degree required
Medical Service Specialist Supervisor
The Medical Service Specialist Supervisor is responsible for the overall operational management of specific programs to ensure that client goals and objectives are met. Responsible for managing assigned support staff. Handles routine and escalated phone calls as necessary. Accountable to ensure that production and quality expectations are met per program requirements.
Primary Job Responsibilities:
Sound, visible floor presence for optimal operations management.
An understanding of the terminology used in reports and documentation and internal Conduent systems.
Accountable to meet productivity goals for assigned programs.
Manage campaigns for optimal performance and work with Program Managers to ensure the success of programs.
Ensure that high call quality is maintained and monitored, providing coaching as needed.
Conduct internal monitoring sessions.
Monitor daily productivity reports.
Ensure that daily/weekly statistical project reports are updated, accurate and delivered on time.
Conduct training for programs as needed.
Staff assigned programs for optimal performance.
Handle representative questions and concerns.
Write and deliver representative evaluations.
Handle any disciplinary issues.
Promote high levels of motivation and morale.
Coach and develop representatives and help them to set up development plans and objectives.
Manage any payroll issues for representatives.
Create and administer representative commission payouts.
Foster a participative work environment where the opinions of others are heard.
Recognize problems and propose solutions and follow through with implementation.
Perform in a mature and professional manner and lead by example.
Set and meet realistic deadlines.
Evaluate the amount of logic incorporated in decisions made.
Attendance dependability and punctuality.
Positively embrace change and communicate in a positive manner.
Act as liaison to IT help desk and facilities department as needed.
Follow escalation policies.
Ensure that all company policies and guidelines are adhered to.
Other duties as assigned.
Qualifications:
Healthcare, pharmaceutical, and telemarketing management experience preferred.
Required fluent in both English and German (able to read, write and speak both languages)
Exceptional client contact experience required.
Demonstrated leadership, initiative, and professional behavior.
Ability to manage programs effectively.
Excellent verbal and written communication and listening skills.
Ability to effectively work independently and coordinate team efforts.
Strong computer and keyboard ability with advanced knowledge in Microsoft Office Suite including Word, Excel, and Outlook.
Proactive and highly motivated.
Excellent interpersonal skills.
Ability to present in a polished and highly articulate manner.
Well-developed problem analysis and decision-making skills.
Demonstrated organizational and time management skills with the ability to manage programs effectively.
Ability to perform in high-pressure and fast-paced environments and handle multiple tasks simultaneously.
emote Fraud Customer Experience Associate II
$16.00/hour, Great Benefits
Conduent Business Services – Marion, Indiana
Must reside within a 50-mile radius of Marion, IN
What you get in this role:
– Full-time position
– Several work schedules to select from
– Customer Service Training
– Potential for Overtime pay
– Work from Home
– High-Speed Internet required (NON-HOTSPOT)
Preferred Experience:
1-3 years Customer Service in the banking industry, clearinghouse payment investigations, chargebacks or lending. Excellent problem solving and research. Excellent verbal, written, and interpersonal communication skills. Experience with Microsoft Word, Excel, and Powerpoint. Flexibility is a must. Fraud Universal Agent
– Executes routine inbound and outbound Cus call center activities concerning the business products/services, using alternatives as per standard scripts and established guidelines and under supervision, in order to meet SLAs.
– Escalates Fraud issues/trends to senior levels as needed, based on reports on complaints or concerns, explaining company policies to customers.
– Ability to execute in a fast-paced, high demand, environment while balancing multiple priorities
– Ability to navigate multiple computer screens while working on the phone
– Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
– Basic computer skills including the ability to navigate multiple windows, applications, and utilize search tools to find information
– Customer service focus with the ability to listen to customer needs and recommend solutions
Requirements:
Must be at least 18 years of age with at least a high school diploma or GED.
Must pass a criminal background check including credit and drug screen
Comments