Customer Service New Associate – Intelligent Citizen Services (ICS)As an Accenture Flex employee, you will apply your skills and experience to help drive business transformation for leading organizations and communities. In addition to delivering innovative solutions for Accenture’s clients, you will work with a highly skilled, diverse network of people across Accenture businesses who are using the latest emerging technologies to address today’s biggest business challenges. You will receive competitive rewards and access to benefits programs and world-class learning resources. The Customer Service New Associate - Intelligent Citizen Services (ICS) will leverage call center experience serving as Tier1 Agent to deliver excellent customer service thru incoming/outgoing phone, email and chat inquiries from customers, process applications and resolve customer disputes with a positive outcome. The right candidate will enjoy assisting customers with first call resolution, de-escalate caller situations, adapt quickly to change, and working in a team environment. Job Duties
Answer incoming phone calls, chats, and/or emails
Conduct outreach phone calls and/or emails
Provide outstanding customer service
Recognize and follow call flows with scripts
Research and review customer inquiries
Research information using multiple systems
Relay research findings and outcomes to customers
Manage customer contact while balancing the entry and review of all customer documentation
Successfully achieve individual production metrics and contribute to the success of the broader team’s goals
Maintain compliance and adhere to quality standards aligned to reduce operational risk
Protect the privacy of clients while using multiple data sources and systems
Identify and escalate appropriate issues
Clearly document call information and encounters in call logs
Recognize and alert management of risk and trends
Quickly transition from one task to another
Maintain a professional demeanorOther duties as assigned
Job Requirements
Must have strong Wi-Fi/internet access to handle calls received via the internet
Must have a remote/quiet and private work location
Must be able to work an 8-hour shift between the hours of 7:00 a.m. to 5:00 p.m. Central Time, Monday-Friday
Basic Qualifications
Minimum of two (2) years Customer Service experience
Minimum of one (1) year Call Center environment experience
Minimum of six (6) months experience in the Accenture Health and Public Services sector
Preferred Qualifications
Experience in a high-volume call center environment to include inbound/outbound calls, chats and email
Health and Public Services experience to include State Medical Assistance, TANIF, SNAP, LiHeap, Child Support Enforcement, or Early Childhood Education and Care Services
Microsoft Office experience to include Excel, Word, Outlook, Teams, and Microsoft Forms
Experience in a Business Process Outsourcing (BPO)/Business Process Services (BPS) environment
Professional Skills
Strong listening skills
Excellent verbal and written communication skills
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