ICS – Customer Service Associate in Columbus, Ohio

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 remote

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. (https://www.accenture.com/us-en/careers/local/flexcareers#block-section-total-rewards)

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

What We Believe

We 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 Statement

Accenture 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 Accommodation

Accenture 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 Statements

Applicants 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.