Customer Experience Associate

Conduent State & Local Solutions, Inc. seeks a Customer Experience Associate to support mission-critical programs for state and local governments. In this role, you will handle inbound calls, emails, and chats, answer questions, and process transactions for services such as transportation, public assistance, and healthcare. You will document interactions, resolve routine issues, and escalate complex cases while following strict privacy and compliance standards.

Working in a performance-driven, client-focused environment, you will contribute to efficient public services and continuous process improvement.

Responsibilities

• Respond to inbound calls, emails, and chats from citizens and program participants.
• Provide accurate information on public-sector programs, policies, and transactions.
• Process customer requests, updates, and payments using internal systems.
• Document interactions, actions taken, and outcomes in CRM or case tools.
• Resolve routine issues and escalate complex cases per defined procedures.
• Meet or exceed performance metrics including quality, productivity, and customer satisfaction.
• Follow compliance, privacy, and security standards for government data.
• Collaborate with teammates and supervisors to improve processes and client outcomes.

Required Skills

• Customer service
• Call center operations
• Data entry
• CRM or ticketing systems
• Email and chat support
• Issue documentation and tracking
• Basic Microsoft Office
• Knowledge of government or public programs
• Performance metrics tracking (AHT, CSAT)
• Problem resolution and escalation