Customer Experience Associate

Customer Experience Associates at Conduent State & Local Solutions deliver frontline support for state and local government programs. In this role, you will handle high-volume inbound and outbound customer interactions, answering questions, processing transactions, and providing accurate information on services such as transportation, public assistance, healthcare, and payments. You will work within defined procedures and quality standards, documenting each interaction and escalating complex issues as needed.

This position is ideal for detail-oriented problem solvers who are motivated by measurable performance goals and public service impact.

Responsibilities

• Handle high-volume inbound and outbound customer interactions via phone, email, or chat for public-sector programs.
• Verify customer information and accurately process transactions in multiple systems.
• Document all interactions, actions, and outcomes following established procedures and quality standards.
• Follow scripts, policies, and compliance requirements for sensitive government-related services.
• Identify recurring issues and escalate complex cases or system problems to supervisors or specialist teams.
• Meet or exceed performance metrics such as quality, accuracy, productivity, and customer satisfaction.
• Collaborate with team members and supervisors to improve processes and service delivery.
• Participate in ongoing training to stay current on program updates, policies, and technology tools.

Required Skills

• Customer service
• Call center operations
• Data entry
• Ticketing/CRM systems
• Email and chat support
• Issue resolution
• Documentation and note-taking
• Basic MS Office or similar tools
• Performance metrics (AHT, quality scores)
• Multi-channel communication