Call Center Agent

Conduent; Columbia (SC); On-site; USD 25,000 - 28,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Paid Time Off

Vacation

Company benefits package

Job summary

Conduent in Columbia, SC is seeking a Call Center Agent (Customer Service Specialist) to serve as a Level 2 escalation resource, researching and resolving complex inquiries while coordinating with state personnel and customers. You will deliver outstanding service, maintain accurate case documentation, and meet SLA targets in a professional, multi-tasking environment.

The role requires a high school diploma, 3+ years in a large call center, 1+ year in lead or task management, and proficiency

Qualifications

• High School Diploma or equivalent required.
• Minimum of 3 years of experience in a large-scale, complex, multi-function call center environment.
• Minimum of 1 year of experience in a lead, supervisory, or task management role.
• Strong organizational and interpersonal communication skills.
• Excellent analytical, problem-solving, and decision-making abilities.
• Ability to maintain professionalism in a customer-facing environment.
• Proficiency with Microsoft Windows, Word, Excel, and Outlook.
• Dependable work history with strong attendance and performance records.

Responsibilities

• Serve as a Level 2 escalation resource for customer inquiries and issue resolution.
• Research and gather information necessary to address complex customer concerns.
• Coordinate with State Regional Contact Personnel regarding assigned tasks and customer requests.
• Deliver outstanding customer service while meeting performance and quality standards.
• Maintain accurate documentation of customer interactions and case information.
• Communicate professionally with internal teams, customers, and external stakeholders.
• Analyze customer concerns and recommend appropriate resolutions.
• Demonstrate reliability, professionalism, and punctuality in a customer-facing environment.
• Support operational goals and contribute to a positive team atmosphere.

Skills

Customer service

Communication

Analytical thinking

Problem solving

Professionalism

Time management

Education

High School Diploma or equivalent

Tools

Microsoft Windows

Word

Excel

Outlook

Job description

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.

Title: Call Center Agent (Customer Service Specialist)

Location: Columbia, SC (Onsite)

Schedule: Monday – Friday, 8:00 AM – 5:00 PM

Employment Type: Full-Time

Pay Rate: $19 per hour

Benefits: Medical, Dental, Vision, Paid Time Off, Vacation, and Company Benefits Package

Position Summary

We are seeking a dedicated and experienced Call Center Agent (Customer Service Specialist) to join our team in Columbia, South Carolina. This role serves as a Level 2 point of contact for resolving escalated customer inquiries, conducting research, and gathering information related to customer requests and work assignments. The ideal candidate will possess strong customer service expertise, exceptional communication skills, and the ability to navigate complex customer situations while maintaining high standards of professionalism and accuracy.

This position supports the South Carolina Child Support Program and works closely with state personnel and customers. The Customer Service Specialist operates under general supervision and is responsible for meeting established service level standards for courtesy, accuracy, and response time.

Key Responsibilities

• Serve as a Level 2 escalation resource for customer inquiries and issue resolution.
• Research and gather information necessary to address complex customer concerns.
• Coordinate with State Regional Contact Personnel regarding assigned tasks and customer requests.
• Deliver outstanding customer service while meeting performance and quality standards.
• Maintain accurate documentation of customer interactions and case information.
• Communicate professionally with internal teams, customers, and external stakeholders.
• Analyze customer concerns and recommend appropriate resolutions.
• Demonstrate reliability, professionalism, and punctuality in a customer-facing environment.
• Support operational goals and contribute to a positive team atmosphere.
  
  

Required Qualifications

• High School Diploma or equivalent required.
• Minimum of 3 years of experience in a large-scale, complex, multi-function call center environment.
• Minimum of 1 year of experience in a lead, supervisory, or task management role.
• Strong organizational and interpersonal communication skills.
• Excellent analytical, problem-solving, and decision-making abilities.
• Ability to maintain professionalism in a customer-facing environment.
• Proficiency with Microsoft Windows, Word, Excel, and Outlook.
• Dependable work history with strong attendance and performance records.
  
  

Preferred Qualifications

• Experience working within Child Support Services or a related government program.
• Knowledge of child support processes and regulations.
• Experience collaborating with government agencies or public service programs.
  
  

Additional Requirements

• Successful completion of a background check.
• Successful completion of a drug screening.
• Ability to work onsite in Columbia, SC.
  
  

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 $19.00

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: click here to access or download the form. Complete the form and then email it as an attachment to [e-mail]. You may also click here to access Conduent's ADAAA Accommodation Policy.