Customer Service 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 right ... Job Description Customer Service 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. Job Description The Customer Service Associate - Intelligent Citizen Services (ICS) will 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 Standard Operating Procedures (SOP's) 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 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 Qualification Basic Qualifications * Minimum of two (2) years' experience in Customer Service * Minimum of two (2) years' experience in a Call Center environment * Minimum of one (1) year with Accenture Health & Public Services sector * Minimum of six (6) months' experience processing escalated requests OR Tier 2 complex cases support OR document processing verification Preferred Qualifications * Experience with telephony systems such as AWS Connect, ZenDesk, Cisco, etc. * Experience with CRM tools such as Salesforce, ServiceNow, MSNow, etc. * Microsoft Office experience to include Excel, Word, Outlook, Teams and MS Forms * Health and Public Services experience to include State Medical Assistance, TANIF, SNAP, LiHeap, Child Support Enforcement, or Early Childhood Education and Care Services * Recent/consecutive Accenture experience in the last one and a half years' Professional Qualifications * Active listening skills * Excellent verbal and written communication skills * Proven ability to contribute to a team-oriented environment in a professional setting * Proven ability to work creatively and analytically in a problem-solving environment 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, Maryland, New York or Washington as set forth below. The application window for this job will remain open until at least 09/03/2024. However, if this date has passed, please note we are still accepting applications. Information on benefits is here. Role Location Hourly Salary Range California $19.33 to $31.15 Colorado $19.33 to $26.88 District of Columbia $20.58 to $28.65 New York $17.88 to $31.15 Maryland $17.88 to $24.90 Washington $20.58 to $28.65 Locations