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 Intelligent Citizen Services (ICS) Customer Service Associate 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 resolutionIndependently manage a case loadUtilize SOPs and Job Aids effectively to work and close cases/tasks in adherence to client guidelinesUpdate Accenture tools as needed/required for your respective team to report productivityMaintain a high level of customer service with a willingness to be proactive in communication with customers, colleagues, and leadershipAnswer incoming phone calls, chats, and/or emailsConduct outreach phone calls and emailsRecognize and follow call flows with scriptsMaintain compliance and adhere to quality standards aligned to reduce operational riskProtect the privacy of clients while using multiple data sources and systemsOther duties as assignedRole Requirements:Project Operation Hours: M-F, 8 hour shifts between 8:00 am – 6:00 pm ESTInternet access sufficient to handle calls received via the internetQuiet and private remote work locationBasic Qualifications:Minimum of 2 years’ experience in customer serviceMinimum of 2 years’ experience in a call center environmentMinimum of 6 months’ experience processing escalated requests OR Tier 2 support OR document processing verificationMinimum of 6 months with Accenture Health & Public Services in health insurance exchangePreferred Qualifications:Bachelor’s Degree in any fieldExperience with telephony systems AWS Connect, ZenDesk, Cisco, etc.Experience with CRM tools Salesforce, ServiceNow, MSNow, etc.Demonstrated teamwork and collaboration in a professional settingData entry experienceListening, verbal, and written communication experienceMicrosoft Office (Excel, Word, Outlook, and Teams) experienceProven ability to contribute to a team oriented environmentProven ability to work creatively and analytically in a problem solving environmentCompensation 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, New York or Washington as set forth below.The application window for this job will remain open until at least 05/28/2024. However, if this date has passed, please note we are still accepting applications.Information on benefits is here. (https://www.accenture.com/us-en/careers/local/flexcareers#block-section-total-rewards)Role Location Hourly Salary RangeCalifornia $24.20 to $29.60Colorado $24.20 to $24.20New York $23.00 to $29.70Washington $23.00 to $24.80What We BelieveWe have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here (https://www.accenture.com/us-en/about/inclusion-diversity/us-workforce)Equal Employment Opportunity StatementAccenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation.All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.Accenture is committed to providing veteran employment opportunities to our service men and women.For details, view a copy of the Accenture Equal Employment Opportunity and Affirmative Action Policy Statement (https://www.accenture.com/content/dam/accenture/final/accenture-com/document/Annual-Policy-Statement-Regarding-EEO-2023-Applicant.pdf#zoom=50) .Requesting An AccommodationAccenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email (https://www.accenture.com/us-en/about/contact-us) or speak with your recruiter.Other Employment StatementsApplicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.