Call Center Senior Representative (bi-lingual Spanish)

NTT DATA-posted 2 months ago
$25,000 - $35,000/Yr
Entry Level
Hybrid • Chicago, IL
Professional, Scientific, and Technical Services
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NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a Call Center Senior Representative (bi-lingual Spanish) to join our team in CHICAGO, Illinois (US-IL), United States (US).

  • Serve as the first point of contact for customers seeking first level assistance over the phone or email.
  • Respond to and service customer calls via an inbound ACD system or emails via an email routing client.
  • Educate and inform customers on account related billing questions, concerns and requests.
  • Identify and provide the proper resolution that fully meets all Policies, Procedures and Protocols.
  • Research and analyze inquiries taking appropriate action in resolving their billing situation.
  • Promote positive customer relations while maintaining the highest standards of ethics, quality and professionalism.
  • Perform application or navigational guidance on customer facing technologies.
  • Walk the customer through the problem-solving process.
  • Direct unresolved issues to the next level of support personnel.
  • Provide accurate information on first level business requirements.
  • Properly enter account notes after each customer contact meeting strict Account Note Maintenance Guidelines.
  • Pass on feedback or suggestions to the appropriate internal team.
  • Maintain a strong understanding and achievement with The CARE Framework as it pertains to Compliance, Attendance, Results and Excellence.
  • Maintain a strong understanding and achievement with The EDGE Framework as it pertains to Quality Assurance programs, Quality Monitoring programs and Customer Feedback surveys.
  • A minimum of 3 to 5 years' experience in a contact center and/or customer service environment.
  • High school diploma or GED required.
  • Language Requirement: Fluent English.
  • Minimum 3 years' experience with contact center metrics and goals including those for Availability, Call Handling and Quality Assurance.
  • Continuous vocational training, college coursework or a college degree preferred.
  • Strong verbal communication; able to demonstrate a clear and polished tone and articulate speaking ability.
  • Strong business computer and keyboarding skills; able to navigate through multiple computer systems, screens and applications simultaneously and effortlessly.
  • A customer facing demeanor with good service skills and the ability to deliver stellar customer service in a fluid and challenging environment.
  • Medical, dental, and vision insurance with an employer contribution.
  • Flexible spending or health savings account.
  • Life and AD&D insurance.
  • Short and long term disability coverage.
  • Paid time off.
  • Employee assistance.
  • Participation in a 401k program with company match.
  • Additional voluntary or legally-required benefits.
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