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Customer Experience Associate Team Coach

Company: Conduent
Location: Charlotte
Posted on: October 13, 2019

Job Description:

About ConduentConduent is the world's largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve. We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world. Whether it's digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning - Conduent manages and modernizes these interactions to create value for both our clients and their constituents. Learn more at www.conduent.com.Job DescriptionTeam Coach

Call Center hours of operation are 9:00 AM until 9:00 PM Seven days a week. A usual work week will be 8 hours a day, 5 days a week between these hours of operation.

--- Ascertains the nature of the transaction/call and assesses whether it can be handled in place, needs to be transferred, or further follow-up is required, in order to provide client with appropriate resolution.

--- Identifies customer needs by referring to past transactions/case notes, analyzing case by case as needed.

--- Handles escalated transactions where the front line has exhausted all options or when the customer insists on talking to the next level / corporate office.

--- Provides customer with appropriate customized information requested.

--- Derives all necessary information from customer to update database.

--- Escalates issues to senior levels as needed, based on reports on complaints or concerns, explaining company policies to customers.

--- Responsible for the end-to-end resolution of the customer issue which might include the inbound transaction, follow-up calls and final closure statement.

--- Provides supports and coaching to less experienced team members based on own expertise and knowledge.ClosingConduent 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.

Keywords: Conduent, Charlotte , Customer Experience Associate Team Coach, Other , Charlotte, North Carolina

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