[Hiring] Child Support Call Center Agent @Conduent

Role Description

The Customer Care Associate will handle inquiries for the New Jersey Department of Human Services Office of Child Support and the services it provides via inbound calls. While speaking with the customer on the phone, CSRs will address and research customer inquiries and provide appropriate and accurate information.

Key Responsibilities

• Inbound Call Center – The Agent is responsible for responding to telephone inquiries and concerns using approved procedures and guidelines while ensuring the quality and integrity of the call.
• Answers questions on various issues such as child support payments history and account histories.
• Resets personal identification of callers unable to self-serve in the Interactive Voice Response system.
• Gathers information, researches/resolves inquiries, and appropriately documents customer calls.
• Ability to read and interpret documents on file.
• Understand and retain a large amount of information.
• Associates should have the skills to answer and respond professionally to escalate calls, should they arise.
• Communicate appropriate options for resolution promptly.
• Review the customer needs and inform customers of services and resources available to them.

Qualifications

• High School diploma or GED
• Background and drug screening required
• 2 years of high-volume call center or Customer Service experience
• Computer system experience with data entry, database documentation knowledge
• Typing WPM 30
• Two screens/monitors are required
• Having your own equipment (PC) Mac is not compatible
• Internet speed must be at least 400 Mbps
• Device Specifications of your laptop:
  • Processor: Intel Core i5 or higher; AMD Ryzen 5 5000 or higher
  • Laptop or Desktop, 14” screen or higher required (External 20” or higher recommended)
  • Running Windows 10 OS 64 bit
  • Memory (RAM) requirements of the computer should be a minimum of 8 GB, recommended 16 GB
  • Ethernet cable, 50 feet or longer

Requirements

• To approve you working from home, you must send the interviewer two screenshots
• While we will provide technical requirements and equipment later, it's essential for you to have your own equipment ready. This preparation ensures you’re fully equipped to participate effectively.

Benefits

• Competitive hourly pay
• Benefits from day one (medical, dental, vision) for eligible roles
• Paid time off and holidays
• Paid training
• Career growth and advancement opportunities
• Supportive and inclusive work environment