Conduent · 2 months ago
(Team Lead) Customer Service Representative IV
United States
Full-time
Remote
Mid Level
$22/hr - $22/hrConduent is a rapidly growing organization seeking a (Team Lead) Customer Service Representative IV to support a team and serve as the first point of contact for clients' customers. The role involves monitoring a team of Customer Service Representatives, ensuring compliance with call handling procedures, and handling escalated calls professionally.
ComputerSoftware
Responsibilities
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 with the objective of meeting contractual call metrics by monitoring CSR call handling activity through use of 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 clearly convey status updates and report system and procedural issues
Qualification
Required
Must be at least 18 years of age or older
Must have a High School Diploma, or equivalent
Must be able to submit to a background check and drug test
Must be able to work an 8 hour shift between 7 am- 7 pm (last call) Mon- Fri
Benefits
Full Benefit Options
Health insurance coverage
Voluntary dental and vision programs
Life and disability insurance
A retirement savings plan
Paid holidays
Paid time off (PTO) or vacation and/or sick time
Company
Conduent
Conduent delivers digital business solutions and services spanning the commercial, government and transportation spectrum – creating valuable outcomes for its clients and the millions of people who count on them.
Founded in 1998
10001+ employees
H1B Sponsorship
Conduent has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (9)
2024 (14)
2023 (10)
2022 (12)
2021 (8)
2020 (11)
Funding
Current Stage
Late StageTotal Funding
unknown2014-05-07Acquired
2009-01-01Series Unknown
Leadership Team
Cliff Skelton
Chief Executive Officer
Rahul Gupta
CTO - Chief Technology Officer
Recent News
2023-05-16
2023-04-30
Company data provided by crunchbase