Remote Customer Service Agent

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day. Conduent is hiring Remote Customer Service Reps Pay: Up to $16.00/hr Training hours: 9-5:30pm EST M-F (Training will last approx 3 weeks) Shift available: Work hours: 11:30-8:00 PM Tuesday, Wednesday, Thursday, Friday, and 9:30-6:00 on Saturday (Off Sunday and Monday (1 opening available) Must be willing to take and pass a background check and drug test Candidates must have a High School diploma or GED Job Description The Customer Experience Associate is responsible for supporting a designated Pharma Life Sciences Patient Services Program for several specialized pharmaceutical products. This includes handling inbound calls and placing outbound calls to Health Care Professionals and Consumers. The contact channels include phone, e-mail, chat, web, and fax; in compliance with all reporting requirements for adverse events, product quality complaints, and patient privacy (HIPAA/data privacy). Customers include patients, physicians, pharmacists, nurses, physician office staff, consumers, and Field Sales Representatives. Work environment is dynamic and has high call-volume. The Customer Experience Associate role responsibilities include but are not limited to: Professionally handle all inbound calls from potential or existing customers (i.e., patients, HCPs, caregivers). Execute routine inbound and outbound call center activities concerning the business products/services, using alternatives as per standard scripts and established guidelines and under supervision, to meet KPIs required. Provide excellent customer service along with accurate and appropriate information to every caller. Maintain solid customer relationships by handling questions and concerns with accuracy and professionalism. Initiate required action for response to customer service requests. Assist patients to enroll into the designated support programs. Assist new and existing patients with co-pay and financial related questions. Help navigate and connect patients to other designated support vendors to address as appropriate. Provide support to all consumers, Health Care Professionals, etc. via chat in a timely and professional manner. Provide support on additional products/services based on client's needs and requests. Provide support via email, following the guidelines established by the client. Perform Outbound calls following the rules and regulations established for Outbound campaigns. Handle all calls according to client specifications including but not limited to using computer systems, manual documentation, and training resources. Meet customer satisfaction levels as determined by Key Performance Indicators (KPIs). Evaluate and escalate calls as outlined in training and the FAQ's. Comply with client global policies, local policies, processes, and procedures. Comply with client and CONDUENT AE and PQC processes. Obtain pertinent customer information and record customer interactions in appropriate systems as agreed with client. All information must be managed using Customer Relationship Management (CRM) system. Communicates to Management issues, and insights from customer calls, trends, programs, and suggests solutions. Maintain up-to-date knowledge of business and industry information as necessary to provide services. The overall program provides services from 8:00 am - 12:00am daily. Working periods for this role may change based on client needs. and standards. Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution. Identifies customer needs by referring to case notes and examining each as a specific case. Performs routine call center activities concerning business products and services. Uses standard scripts and established guidelines and under supervision, to meet SLAs. Provides customers with information that is specialized. Communicates in a warm and empathetic manner. Gathers all necessary information to update the database. Escalates issues to senior levels, based on complaints or concerns. Explains company policies to customers. Performs other duties as assigned. Complies with all policies and standards. Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form (~~~) . You may also click here to access Conduent's ADAAA Accommodation Policy (~~~) . At Conduent, we value the health and safety of our associates, their families and our community. Under our current protocols, we do not require vaccination against COVID for most of our US jobs, but may require you to provide your COVID vaccination status, where legally permissible.