Call Center Senior Representative

NTT DATA North America•Chicago, IL

9d•Remote

About The Position

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 to join our team in Chicago, Illinois (US-IL), United States (US). General Duties & Tasks 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 Service Reliability Evaluations and Customer Satisfaction surveys. Location of Job The location for our project is 2 N. LaSalle St. in downtown Chicago. A Voice CSR may opt for a 100% remote working arrangement if they comply with the following: Meet all of the Remote Workplace and Technology Requirements. Continually achieve positive results as outlined within The CARE Framework. The remote status of the assignment can end at any time based on the needs of our client, changes to our contract or failure to meet the required expectations. If the remote status of the assignment ends, the individual would be required to work in the downtown Chicago office. Remote Workplace and Technology Requirements To work remote, individuals must meet all the established remote requirements including those pertaining to a home workspace and related technology. Technology NTT DATA will provide a computer and headset for remote work, but new employees may need to use their own personal computer to initially log in and attend training virtually. Employees are responsible for the care and security of all equipment provided. They must return it immediately upon separation from the company following company protocols. Failure to return equipment may result in collection actions and/or other consequences. Individuals must provide their own high speed internet access with speeds at or above 50 Mbps. A hard-wired ethernet connection is required. Wi-Fi, mobile, wireless and public internet connections are forbidden as are connections outside of one’s personal dwelling or location. Technical Performance and Issue Tracking Management monitors all technical issues and agent downtime. Consistent availability is critical to business operations. Remote employees must adhere to all technical support procedures and protocols. Chronic remote connectivity or technology issues or recurring downtime that impede job performance, including internet outages, may result in the remote status changing to onsite. Remote Workspace Remote work demands a high degree of professionalism, self-discipline, and accountability. The following workspace standards are vital to delivering exceptional service. Employees must have a dedicated, professional workspace conducive to servicing Utility Billing customers with the same quality as an onsite environment. The workspace must be a permanent, unencumbered location used daily for work. Employees must work with minimal distractions that do not interfere with business operations or service delivery. Ideally, the workspace is isolated from other household members and used exclusively for job duties. Background noise, interruptions from people or pets, and other distractions must be kept to an absolute minimum to avoid disruptions to customer service. Employees must work from the same location consistently unless prior approval is obtained. If a change in work location is necessary: The new location must meet all Remote Workspace and Technology Requirements. Notification to NTT DATA Management is required before relocating.

Requirements

A minimum of 3 + years’ experience in a contact center and/or customer service environment.
Minimum 3 + years’ experience with contact center metrics and goals including those for Availability, Call Handling and Quality Assurance.
High school diploma or GED required.
Language Requirement: Fluent English.

Nice To Haves

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.

Responsibilities

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 Service Reliability Evaluations and Customer Satisfaction surveys.

Benefits

This position may also be eligible for incentive compensation based on individual and/or company performance.
This position is eligible for company benefits including 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, and additional voluntary or legally-required benefits.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume