Call Center Associate_ On-Site

NTT DATA•Chicago, IL

1d•Onsite

About The Position

This role is responsible for delivering high‑quality customer support related to account and billing inquiries. The position requires strong problem‑solving skills, attention to detail, and a customer‑first mindset.

Requirements

Minimum of 3 years of experience in a contact center and/or customer service environment
Minimum of 3 years of experience meeting contact center performance metrics, including availability, call handling, and quality assurance
High school diploma or GED required
Language requirement: Fluent in English

Responsibilities

Educate and assist customers with account‑related billing questions, concerns, and requests
Research and analyze customer inquiries, taking appropriate action to fully resolve billing issues in accordance with established policies, procedures, and protocols
Promote positive customer relationships while maintaining high standards of ethics, quality, and professionalism
Provide application and navigational support for customer‑facing technologies
Guide customers through the problem‑solving process in a clear and supportive manner
Escalate unresolved issues to the appropriate next level of support when necessary
Provide accurate information related to first‑level business requirements
Document all customer interactions by entering thorough and accurate account notes in accordance with Account Note Maintenance Guidelines
Share customer feedback and suggestions with the appropriate internal teams