Customer Experience Associate IV

Team Lead Customer Experience Associate IV - (Onsite)

$19.00 / HR Great Benefits PAID TRAINING!

Summary : As a Team Lead Customer Service Representative IV- Onsite, you will be supporting our client's customers as a first point of contact and resolving questions concerning their accounts.

What you will be doing :

• Monitor an assigned team of Customer Service Representatives (CSRs) in the fast-paced CSC, being always accessible to the Manager, Supervisors, and CSRs.
• Drive compliance to Call Center call-handling procedures to meet contractual call metrics by monitoring CSR call-handling activity using the Call Monitoring Systems.
• Be knowledgeable in Vector policies and procedures and guide delivery of excellent and accurate customer service by CSRs.
• Handle escalated calls in a timely and professional manner ensuring that all customer cases are followed through to closure.
• Conduct weekly touchpoint meetings with your assigned team of CSRs to provide performance feedback and communicate benchmarks for performance.
• Assist the Supervisor in assigning work tasks to CSRs, make recommendations for scheduling, and take an active role in the training of new hires.
• Assist with payroll and attendance records processing as required. Be able to act as a supervisor stand-in as needed.
• Be open to cross-functional training to provide coverage for other departments.
• Possess good writing skills and be able to communicate effectively to convey status updates and report system and procedural issues.

What you get :

People who succeed in this role have :

Requirements :

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.