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Conduent Call Center Agent III-ASAT- in San Antonio, Texas

About Conduent

Conduent delivers mission-critical ​services and solutions on behalf of businesses and governments – creating exceptional outcomes for its clients and the millions of people who count on them. Through people, process and technology, Conduent solutions and services automate workflows, improve efficiencies, reduce costs and enable revenue growth. It’s why most Fortune 100 companies and over 500 government entities depend on Conduent every day to manage their essential interactions and move their operations forward.

Conduent’s differentiated services and solutions improve experiences for millions of people every day, including two-thirds of all  insured patients  in the U.S., 11 million employees who use its HR Services, and nearly nine million people who travel through  toll systems daily. Conduent’s solutions deliver exceptional outcomes for its clients including $17 billion in savings from medical bill review for workers compensation claims, up to 40% efficiency increase in HR operations, and up to 40% improvement in processing costs, while driving higher end-user satisfaction. Learn more at www.conduent.com.

Job Description

  • JOB DESCRIPTION-PURPOSE OF POSITION:

The CCA III will assist the EPS Call Center with all aspects of the customer service functions, including receiving inbound calls from Debit card cardholders; provide appropriate and accurate information over the telephone. Under the direction of the department supervisor(s) the CCA III will assist with supervisor calls and callbacks, agent chat assistance and assistance with any other related task.

RESPONSIBILITIES:

  • Assists with inbound calls from cardholders with questions or concerns in regard to their Debit card accounts when an escalation is necessary or call volume requires.

  • Assists with supervisor call backs

  • Assists with agent chat assistance

  • Assists with the call center floor to assist representatives with questions or difficult telephone calls.

  • Answers inquiries regarding general dispute process

  • Data entry of disputes when necessary

  • Assist department supervisor and manager in implementation of work assignments. Act as department supervisor in the absence of supervisor/manager.

  • Performs all other duties as assigned.

HOURS

Hours may vary due to 24/7 operation

  • 7 days a week Monday - Sunday.

  • Overtime and Saturdays may be required.

EDUCATION/SKILL/EXPERIENCE REQUIREMENTS:

High School diploma or GED. A minimum of 1 year experience in telephone customer service. . Previous experience in a lead role a plus. Knowledge of the use of PCs and related software. Experience in data entry (alpha and numeric) or with a 10-key calculator with minimal error ratio.

PHYSICAL REQUIREMENTS:

Position requires sitting for long periods of time and considerable handling of paperwork, telephones, as well as keyboarding requiring repetitive motions with fingers.

Closing

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.

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