Customer Experience Associate III

• 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.

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

• Must have intermediate knowledge of Microsoft Applications (Outlook, Excel, Word, etc)

• Managing client expectations while servicing escalated customer disputes and maintaining adherence to strict project SLAs & KPIs.  

• Impacts a team through quality of the services provided and information shared.

• Uses learned best practices to improve work processes, procedures, and workflows to achieve results and/or improve efficiency.

• Ability to problem solve, self-guided.

• Evaluates issues and solutions to provide the best outcome for the client and end-users.

• Exchanges information and ideas effectively.

• Assesses incoming disputes and client e-mails 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 customer contact 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.

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 salary range for this role is $16.15-$ 20.19 base pay.