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.
End User Contact Center Agent
Responsibilities
- Provide informal guidance and support to more junior team members.
- Serving as point of contact for day-to-day end user support operations activities encompassed in the Contract (Medicaid Enterprise Data Warehouse).
- Ascertains the nature of the transaction/call and assesses whether it can be handled in place or further follow-up is required, in order to provide end user with appropriate resolution.
- Executes routine inbound and outbound call center activities concerning the business products/services, using established guidelines and under supervision, to meet Service Level of Agreements (SLAs).
- Provides user with appropriate customized information requested
- Derives all necessary information from user to update database
- Escalates issues to senior levels as needed, based on purpose if user contact
- Responsible for the end-to-end resolution of the user requests and issues which might include the inbound transaction, follow-up calls and final closure statement.
- Assisting in development of operational policies and procedures to ensure timely and accurate reporting deliverables.
Qualifications
- High School or equivalent degree
- Experience working in end user technical support.
- Proficiency with Microsoft Office Suite preferred
- Have experience in public sector healthcare, Medicaid and/or CHIP, PHI desired.
Flexible Working
At Conduent, we want you to be yourself. We recognize that everyone is different and that how people want to work and deliver at their best is different for everyone too. In this role, you can expect the following working conditions:
- Remote work: Enjoy the convenience of working from home and maximize your time by unplugging at the end of your workday.
- Shift: Schedule will be provided with offer. Hours of operation for the Contact Center is from 7am to 6pm Mountain time, Monday through Friday, excluding Colorado state observed holidays.
- Shift 1: 6:30am - 3:30pm (allows for two 15-minute breaks and one 30-minute lunch)
- Shift 2: 9:30am - 6:30pm (allows for two 15-minute breaks and one 30-minute lunch)
Working For You
Perks and rewards designed for you:
- Health and Welfare Benefits: Our health and welfare benefits can be tailored to fit you and your family's needs and start on the first day of employment.
- Retirement Savings: We will support you as you save for your future.
- Employee Discounts: We offer you access to a vast selection of global, national, and local discounts on merchandise, services, travel, and more.
- Career Growth Opportunities: We help you thrive, so together, we can grow. We provide opportunities to advance your career with a vast portfolio of businesses and a global footprint.
- Paid Training: Earn while you learn and continue to grow with access to award-winning learning platforms throughout your Conduent career.
- Paid time off: We provide attractive paid time off packages designed for you to enjoy your life away from work.
- Great Work Environment: We are proud of our award-winning culture and the recognition we’ve received for our diversity efforts.
At Conduent, we are one team, one mission. We understand that our success is directly related to the success of our associates. We strive to create a culture where you can:
- Bring your authentic self to work.
- Grow and thrive, both personally and professionally.
- Make a difference with our clients, in our communities, and with the millions of people we support.
When you join Conduent, you are engaged in creating the future - both our company’s and your own. With more than 60,000 associates across 24 countries, we will provide you with the opportunity to grow with a team of people who will challenge and inspire you to be the best
Pay Transparency Laws in some locations require disclosure of compensation-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, 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 or sick time. The estimated rate for this role is $21 per hour, depending on experience.
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 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 FTADAAA@conduent.com. 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.
