Customer Experience Associate II

Job Summary

The call center located in Middletown, Pennsylvania is a growing, high volume call center that services child support service calls for the Commonwealth of Pennsylvania. The call center is an inbound call center with a strong commitment to exceptional customer service.  The call center hours are Monday through Friday from 7:00 a.m. – 8:00 p.m. 

Essential Duties and Responsibilities:

• Ability to answer calls timely, as they are automatically received through blended call queues
• Ability to answer incoming chat inquiries in a timely and accurate manner
• Provide a one call resolution through asking pertinent questions to understand member’s concerns
• Updating member information efficiently and accurately through active listening
• Maintain an up-to-date product knowledge through offered trainings
• Utilizing soft skills while engaging with members
• Maintain a calm & positive demeanor while engaging with members
• Display effective communication & ability to follow communication procedures/guidelines
• Punctual, reliable, & consistent attendance
• Excellent time management & multitasking skills
• Reviewing Quality Assurance assessments within a timely manner
• Escalating member concerns to the call center management team
• Maintain adherence to all key performance indicators as set forth within the call center & corporate guidelines
• Training will follow a schedule of 8:00 a.m. – 5:00 p.m. for a duration of 4 weeks
• All other duties as assigned

The ideal candidate will be able to meet the following requirements:

• A minimum of one year of experience in a customer service roll & call center experience preferred
• Proficient computer skills in computer programs such as Microsoft 365, AVAYA phone systems, and other miscellaneous programs
• Ability to sit for long periods of time
• High School Diploma or GED equivalent
• Ability to pass a criminal background check