Remote Customer Service Representative Kentucky

Conduent is seeking a Remote Call Center Customer Service Representative to support Kentucky residents with health benefits inquiries, including SNAP, Medicaid, and TNAF. The role involves handling high-volume calls, assisting with applications and account issues, navigating online tools, entering and interpreting data across multiple systems, and maintaining service quality and professionalism.

Responsibilities:

• Call center representatives answer multiple call types focused on assisting KY residents with a variety of different health benefits (such as SNAP, Medicaid and TNAF)
• Call types include password resets, application status, application intake/updates and our customer also need help navigating the government's online application tool
• It also includes dealing with multiple systems to input and read/interpret data back to the caller
• Kentucky Health Benefits Exchange CSRs answer multiple call types focused on assisting Kentucky Citizens with a variety of different health benefits (such as SNAP, Medicaid and TNAF)
• Call types include password resets, application status, application intake/updates and our customer also need help navigating the government's online application tool
• This position consists of taking back-to-back calls often, without follow up or time between calls for the duration of your shift
• It also includes dealing with multiple systems to input and read/interpret data back to the caller
• The ideal candidate needs to be able to answer questions fully and capture data into a client system and responsible for memorizing several scripts verbatim per our client’s policy
• CSR's must answer all calls that come into their station (ie, not hanging up, not responding so that the caller hangs up, and not abusing hold time as it is closely monitored) and maintain professionalism throughout the call regardless of how difficult it may become
• CSR's are held accountable for goals such as valid transfers (valid as defined by the transfer reasons and departments in our knowledgebase), Quality Assurance (guidelines set forth by the client and reported on weekly), Customer Satisfaction Surveys (Again, guidelines set forth by the client and reported on weekly)
• CSR's are responsible for following a break and lunch schedule daily that is set by our global Workforce team
• Performs business support or technical work, using data organizing and coordination skills
• Performs tasks based on established procedures
• In some areas, requires vocational training, certifications, licensures, or equivalent experience

Requirements:

• for the state of Kentucky (must live in Kentucky)
• Availability between the hours of operation -

Monday thru Friday -  8:00 AM - 8:00 PM EST

Saturdays - 9:00 AM to 5:00 PM EST

• Required 1 year minimum experience in High Volume Call Centers
• Required 1 year minimum Customer Service Experience
• High School diploma or GED
• Ability to adhere to a break and lunch schedule
• Excellent typing and grammar skills
• Ability to navigate a computer
• Excellent customer service skills
• Excellent phone etiquette skills
• Reliable internet access
• Quiet work environment, free of distractions
• Must reside in the State of Kentucky for this position