.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 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 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.- 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.- At Conduent we value the health and safety of our associates, their families and our community