Customer Experience Associate

Conduent State & Local Solutions, Inc. seeks a Customer Experience Associate to deliver frontline support for state and local government programs. In this role, you will handle high-volume calls, emails, or chats, answer questions, and resolve issues related to services such as transportation, public assistance, or payments. You will accurately enter and update data, follow scripts and compliance guidelines, and document all interactions.

Working in a performance-driven team, you'll help improve processes and contribute to reliable, mission-critical public service delivery.

Responsibilities

• Respond to inbound calls, emails, or chats from citizens and customers regarding state and local government programs
• Verify customer information and accurately enter or update data in systems
• Research and resolve account, billing, or service issues following standard procedures
• Document all interactions and outcomes in CRM or case management tools
• Meet or exceed performance metrics for quality, accuracy, and productivity
• Follow scripts, compliance rules, and security/privacy guidelines
• Escalate complex or unresolved issues to higher-level support or supervisors
• Contribute feedback to improve processes, knowledge articles, and customer experience

Required Skills

• Customer service
• Call center operations
• Data entry
• CRM or ticketing systems
• Email and chat support
• Issue documentation
• Knowledge of government/utility programs
• Basic MS Office
• Queue and time management
• De-escalation techniques