Customer Experience Associate IV

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

Service Delivery Support Associate

Location: San Antonio, TX (On-site)

Summary:

The Service Delivery Support Associate plays a key role in supporting the Service Delivery Manager by ensuring smooth client interactions, accurate contractual reporting, and timely billing processes. This position is ideal for individuals who thrive in fast-paced environments, enjoy problem-solving, and are committed to delivering exceptional service to both internal teams and external clients.

What you will be doing:

• Act as a point of contact for client inquiries and escalations, ensuring timely and professional responses.
• Track and escalate client concerns to the Service Delivery Manager as needed.
• Maintain client communication logs and coordinate with call center operations for agent coaching or corrective actions.
• Provide regular updates to state customers using the Everbridge tool (under supervision).
• Follow up with internal teams to obtain timely incident reports for distribution to state clients per contractual SLAs.
• Assist in preparing contractual reports in accordance with client requirements and timelines.
• Maintain organized records of service delivery metrics and performance indicators.
• Coordinate with internal teams to gather data for reporting purposes.
• Support the preparation and review of client invoices based on contractual terms.
• Reconcile billing discrepancies and collaborate with the Service Delivery Manager for resolution.
• Maintain accurate billing documentation.

What do you get:

• Full-Time Employment
• Competitive Pay: Pay is $19.00hr which may be below your state's minimum wage. Please take this into consideration when applying
• Work Schedule 8:00am- 5:00pm, (Overtime is required based on business needs)
• Full Benefit Options
• Great Work Environment

Requirements

• Must be at least 18 years of age or older.
• Must have a High School Diploma or GED
• Previous experience in a leadership role a plus
• Must be able to successfully pass a criminal background check

People who succeed in this role have

• Customer-focused mindset with a high level of professionalism.
• Strong attention to detail and organizational skills.
• Ability to work independently and collaboratively across teams.
• Comfortable handling confidential and sensitive information.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities and meet deadlines.

Pay Transparency Laws in some locations require disclosure of compensation and/or benefits-related information. For this position, actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, Conduent provides a variety of benefits to employees including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and/or sick time. The estimated hourly rate for this role is $19.00

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.

For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form . Complete the form and then email it as an attachment to ... . You may also click here to access Conduent's ADAAA Accommodation Policy .