Customer Experience Associate II

<p class="elementtoproof"><span>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.</span></p> <style></style><br><p style="margin:0px;"><strong>Job Track Description:</strong></p> <ul style="margin-top:0in;"> <li>Performs business support or technical work, using data organizing and coordination skills.</li> <li>Performs tasks based on established procedures.</li> <li>In some areas, requires vocational training, certifications, licensures, or equivalent experience.</li> </ul> <p style="margin:0px;"><strong>General Profile</strong></p> <ul style="margin-top:0in;"> <li>Expands skills within an analytical or operational process.</li> <li>Maintains appropriate licenses, training, and certifications.</li> <li>Applies experience and skills to complete assigned work.</li> <li>Works within established procedures and practices.</li> <li>Works with a moderate degree of supervision.</li> </ul> <p style="margin:0px;"><strong>Functional Knowledge</strong></p> <ul style="margin-top:0in;"> <li>Has developed skillset in a range of processes, procedures, and systems.</li> </ul> <p style="margin:0px;"><strong>Business Expertise</strong></p> <ul style="margin-top:0in;"> <li>Supports the achievement of company goals by integrating teams for the best outcome.</li> </ul> <p style="margin:0px;"><strong>Impact</strong></p> <ul style="margin-top:0in;"> <li>Impacts a team through quality of services and information provided.</li> <li>Follows standardized procedures and practices and receives moderate supervision and guidance. </li> </ul> <p style="margin:0px;"><strong>Leadership</strong></p> <ul style="margin-top:0in;"> <li>Has no supervisory responsibilities.</li> <li>Manages own workload.</li> </ul> <p style="margin:0px;"><strong>Problem Solving</strong></p> <ul style="margin-top:0in;"> <li>Ability to problem solve, self-guided.</li> <li>Evaluates issues and solutions to provide the best outcome for the client and end-users.</li> </ul> <p style="margin:0px;"><strong>Interpersonal Skills</strong></p> <ul style="margin-top:0in;"> <li>Exchanges information and ideas effectively.</li> </ul> <p style="margin:0px;"><strong>Responsibility Statements</strong></p> <ul style="margin-top:0in;"> <li>Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution.</li> <li>Identifies customer needs by referring to case notes and examining each as a specific case.</li> <li>Performs routine call center activities concerning business products and services.</li> <li>Uses standard scripts and established guidelines and under supervision, to meet SLAs.</li> <li>Provides customers with information that is specialized and communicated in a warm empathetic manner.</li> <li>Gathers all necessary information to update the database.</li> <li>Escalates issues to senior levels, based on complaints or concerns.</li> <li>Explains company policies to customers.</li> <li>Performs other duties as assigned.</li> <li>Complies with all policies and standards.</li> <li>Typing Speed Requirement 25WPM</li> </ul><br><p class="elementtoproof">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.</p> <p class="MsoNormal">For US applicants: 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:  <a href="https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf" target="_blank" rel="nofollow">click here to access or download the form</a>.  Complete the form and then email it as an attachment to <a href="mailto:FTADAAA@conduent.com" target="_blank" rel="nofollow">FTADAAA@conduent.com</a>. You may also <a href="http://downloads.conduent.com/content/usa/en/document/cdt_adaaa_accommodation_pol.pdf" target="_blank" rel="nofollow">click here to access Conduent's ADAAA Accommodation Policy</a>.</p>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...