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 Intelligent Citizen Services (ICS) Customer Service Associate leverage call center experience, customer service skills, problem solving, and attention to detail to deliver a positive customer experience. The Associate will primarily support the Tier2 environment by handling T2 level customer inquiries, resolve complex cases, and support their T1 Agent peers in protocol clarifications. The right candidate will enjoy leveraging research, critical thinking and collaboration to deliver high quality options and solutions to clients and colleagues.
Key Responsibilities:
- Analyze historical and current case details for solving moderate to complex problems through to resolution
- Independently manage a case load
- Utilize SOPs and Job Aids effectively to work and close cases/tasks in adherence to client guidelines
- Update Accenture tools as needed/required for your respective team to report productivity
- Maintain a high level of customer service with a willingness to be proactive in communication with customers, colleagues, and leadership
- Answer incoming phone calls, chats, and/or emails
- Conduct outreach phone calls and emails
- Recognize and follow call flows with scripts
- Maintain compliance and adhere to quality standards aligned to reduce operational risk
- Protect the privacy of clients while using multiple data sources and systems
- Other duties as assigned
Role Requirements:
- Operates: M-F, shifts between 7:00 am – 7:00 pm MST
- Shift schedule: daily hours and shifts vary
- Role is remoteQualification
- Basic Qualifications:
- Minimum of 2 years’ experience with customer service
- Minimum of 2 years’ experience as a call center agent
- Minimum of 1 years’ experience of Accenture Health & Public Services experience. I.e. state medical assistance, TANIF, SNAP, LiHeap, Child Support Enforcement, or Early Childhood Education and Care Services
- Minimum of 6 months experience processing escalated requests or processing documents
- Preferred Qualifications:
- Prior transaction processing experience
- Proficiency with computers: experience using the internet, Microsoft Office (Excel, Word, Outlook, and Teams)
- Listening, verbal, and written communication experience
- Internet access sufficient to handle calls received via the internet
- Quiet and private remote work location
- Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired in California, Colorado, District of Columbia, Illinois, Maryland, Minnesota, New York or Washington as set forth below.
- The application window for this job will remain open until at least 3/1/2025. However, if this date has passed, please note we are still accepting applications.
- Information on benefits is here.
- Role Location Hourly Salary Range
- California $25.92 to $31.32
- Colorado $26.35 to $26.35
- District of Columbia $25.30 to $25.30
- Illinois $25.06 to $25.06
- Minnesota $24.08 to $24.08
- Maryland $23.80 to $23.80
- New York $24.73 to $32.40
- Washington $25.92 to $25.92