Customer Service New Associate – Intelligent Citizen Services (ICS) in Boston, Massachusetts

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 Customer Service New 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 right candidate will enjoy building relationships with customers, adapt quickly to change, and demonstrate grit that will inspire others to strive for superior results.

Key Responsibilities:

• Interact face to face live with walk in clients

• Provide outstanding customer service

• Recognize and follow in-person communication flows with scripts

• Review and analyze member paperwork, forms, and activity within multiple online tools and systems

• Relay research findings and outcomes to customers

• Track and monitor the status for open request using multiple online tools and systems

• Identify and escalate appropriate issues

• Clearly document customer information and encounters in logs

• Recognize and alert management of risk and trends

• Quickly transition from one task to another

• Maintain a professional demeanor

• Collaborate with internal and external teams to research and resolve issues for members

• Answer member questions as needed

• Answer incoming phone calls, chats, and/or emails if needed and as assigned

• Conduct outreach phone calls and/or emails if needed and as assigned

• Other duties as assigned

Role Requirements

• Must be able to work an 8-hour shift onsite between the hours of 9:00 am – 5:00 pm EST, Monday-Friday

Basic Qualifications:

• Minimum of 2 years’ of customer service experience

• Minimum of 1 year of Call Center environment experience

• Minimum of 6 months’ experience in the Accenture Health and Public Services sector

Preferred Qualifications:

• Microsoft Office experience to include Excel, Word, Outlook, Teams, and Microsoft

• Former Transaction Processing Experience

• Former Data Entry Experience

Professional Skills

• Strong listening skills

• Excellent verbal and written communication skills

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 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 $22.40 to $27.40

Colorado $22.40 to $22.40

District of Columbia $23.40 to $23.40

New York $21.30 to $27.50

Maryland $22.00 to $23.40

Washington $23.00 to $23.00

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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)

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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.

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Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

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