Day in the life of a NJ FamilyCare Customer Care Associate

Speakers: Jamila wise, Customer experience associate lll, Conduent

Jamila wise: Hi, my name is Jamila and I have been with Conduent for six years and four months

Jamila wise: I'm working in the call center for NJ familycare as a customer experience associate.

Jamila wise: Me being a work at home agent, I am at my designated workstation about a hour prior to starting, just to make sure everything is up and running.

Jamila wise: I'll have a cup of coffee, review some emails and then I'll say good morning to my teammates before logging in for the day.

Jamila wise: A typical day for me would be, answering about 65-70 calls in the call center. Lots of multitasking, reading, reviewing, noting.

Jamila wise: So it's pretty fast paced throughout the day.

Jamila wise: Assisting clients with things like, HMO requests, updating addresses, making sure address phone number is updated in the system

Jamila wise: You may have general inquiries about the program, those who are looking for information. how does it work? What's covered, guidelines.

Jamila wise: The most challenging thing, would be probably dealing with the irritable, angry customer that will not allow you to help

Jamila wise: and how I deal with that.

Jamila wise: I tend to stay very calm and patient, show you know, understanding and know that it's not personal,

Jamila wise: I tend to provide a solution and be very thoughtful, to the individual and that helps.

Jamila wise: There are so many things that I love about what I do but the thing that I love the most would be my position is very rewarding because I get to help individuals, I get to help others, and that makes me feel really good.