Customer Experience Associate II

Conduent; Phoenix (AZ); On-site; USD 19,286 - 26,174; Full time

Job summary

Conduent is seeking a Full-time Customer Service Agent in Middletown, Pennsylvania. The role involves handling inbound calls and chats regarding child support services with a focus on one-call resolution and excellent customer service.

Training lasts 4 weeks, 8–5, Monday–Friday, with after-hours scheduling starting 9 AM–6 PM. A background check, fingerprinting, and credit check are required. Equal opportunity employer.

Qualifications

• Minimum of one year of experience in a customer service role; call-center experience preferred.
• Proficient computer skills in Microsoft 365 and other programs; ability to pass background checks.

Responsibilities

• Answer calls promptly from blended queues and inquiries.
• Provide one-call resolution by understanding member concerns.
• Update member information accurately using active listening.
• Gain up-to-date product knowledge through training.
• Maintain calm, positive demeanor with members.
• Follow guidelines and demonstrate strong communication.

Skills

Customer service

Call-center experience

Microsoft 365

AVAYA phone systems

Education

High School Diploma or GED

Tools

Microsoft 365

AVAYA

Job description

Full 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.

Full‑time Customer Service Agent – $16.50/hr – Middletown, Pennsylvania

Requirement (Background, Fingerprinting, and Credit check). 2 years of customer service/call‑center experience preferred. Training: 4 weeks, 8‑5 M‑F – after training, working hours 9AM‑6PM.

Job Summary

The call center located in Middletown, Pennsylvania is a growing, high‑volume call center that services child support service calls for the Commonwealth of Pennsylvania. 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 7:00a.m. – 8:00p.m.

Essential Duties and Responsibilities

• Answer calls promptly as they are automatically received through blended call queues.
• Answer incoming chat inquiries in a timely and accurate manner.
• Provide a one‑call resolution by asking pertinent questions to understand member concerns.
• Update member information efficiently and accurately through active listening.
• Maintain up‑to‑date product knowledge through offered training.
• Utilize soft skills while engaging with members.
• Maintain a calm & positive demeanor while engaging with members.
• Display effective communication and follow communication procedures/guidelines.
• Show punctual, reliable, and consistent attendance.
• Exhibit excellent time management and multitasking skills.
• Review Quality Assurance assessments promptly.
• Escalate member concerns to the call center management team.
• Maintain adherence to all key performance indicators as set forth within the call center and corporate guidelines.
• Training will follow a schedule of 8:00a.m. – 5:00p.m. for 4 weeks.
• All other duties as assigned.

Requirements

• A minimum of one year of experience in a customer service role; call‑center experience preferred.
• Proficient computer skills in programs such as Microsoft 365, AVAYA phone systems, and other miscellaneous programs.
• Ability to sit for long periods.
• High School Diploma or GED equivalent.
• Ability to pass a background check, fingerprinting, and credit check.

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. For US applicants, while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent.