Customer Experience Associate III

Customer Experience Associate III - (Onsite) 

Location: 1205 Troy-Schenectady Rd., Latham, NY 12110
Employment Type: Full-Time
Pay Rate: $ 19
Schedule: Based on business needs, shifts may be scheduled between 8:00 AM and 7:00 PM, Monday through Friday.
Availability Required: 8:00am-5:00pm or 10:00am-7:00pm (Monday-Friday)

As a Customer Service Representative III, in this role, you will assist customer associate I and II’s, employers, child support recipients, and non-custodial parents by providing accurate information regarding child support payments, debit card transactions, account activity, and dispute processes. In addition to handling escalated customer inquiries, you will act as a subject matter expert, providing guidance and support to Customer Service Representatives while helping supervisors manage daily operations.

Key Responsibilities

• Assist with inbound calls regarding account questions, concerns, and escalations as needed.


•  Handle escalated inbound calls related to child support benefits, payments, and account concerns. 


•  Assist customers with inquiries regarding deposits, payment history, account balances, escalations, and general program information. 


• Research and resolve complex customer issues while maintaining compliance with state and federal regulations. 


• Complete supervisor call-backs, escalations and follow-up activities to ensure timely issue resolution. 


• Provide real-time coaching and support to agents through chat and floor assistance. 


• Serve as a resource for representatives by answering questions, providing procedural guidance, and assisting with difficult customer interactions. 


• Enter and document case notes accurately within applicable systems.

What We Offer

• $19.00/hour


• Benefits effective Day One (medical, dental, vision for eligible employees)


• Paid training


• Paid time off and holidays


• Career growth opportunities


• Supportive and inclusive work environment

Qualifications

• Must be at least 18 years old. 


• High school diploma or GED required. 


• Minimum of 1 year of experience in a call center, customer service, banking, financial services, government benefits, or a related customer-facing environment.


• Excellent communication, organizational, and problem-solving skills. 


• Must successfully pass a background check and drug screening.

Due to varying state and local minimum wage laws, we are currently only able to hire candidates residing in states where our compensation structure complies with applicable wage regulations. As a result, we may be unable to consider applicants from certain states or municipalities at this time.

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 per hour