Customer Experience Associate

Conduent State & Local Solutions, Inc. is seeking a Customer Experience Associate to support mission-critical programs for state and local governments. In this role, you will handle high-volume inbound calls, emails, or chats from citizens and program participants regarding transportation, public assistance, healthcare, and payment services. You will provide accurate information, resolve routine issues, process transactions, and document each interaction in our systems.

Working in a performance-driven, collaborative environment, you'll help improve public services at scale while following strict security, privacy, and compliance standards.

Responsibilities

• Respond to inbound calls, emails, or chats from customers regarding government-related programs and services.
• Provide accurate information, resolve routine issues, and escalate complex cases following defined procedures.
• Process transactions, updates, and account changes in multiple systems with high accuracy.
• Document all interactions, actions taken, and resolutions in CRM or case management tools.
• Adhere to performance metrics including quality, handle time, and schedule adherence.
• Follow security, privacy, and compliance requirements for handling sensitive information.
• Collaborate with teammates and supervisors to improve processes and customer experience.
• Participate in training and coaching to stay current on program policies and system changes.

Required Skills

• Customer service
• Call center operations
• Data entry
• CRM or ticketing systems
• Email and chat support
• Issue documentation
• Knowledge of government programs
• Basic troubleshooting
• Queue and SLA management
• MS Office or similar tools