Call Center Senior Representative

NTT DATA Services•Chicago, IL

33d•Hybrid

About The Position

NTT DATA is seeking a Call Center Senior Representative to join their team in Chicago, Illinois. This role serves as the primary point of contact for customers needing assistance via inbound calls or emails. The representative will respond to inquiries through an ACD system and email routing platform, educate customers on account and billing matters, and provide application support. Key responsibilities include identifying customer needs, resolving issues in compliance with policies, fostering positive customer relationships, and escalating unresolved issues. The role also involves delivering information on business processes, documenting interactions, and adhering to performance standards for availability, responsiveness, and average handle time, as well as quality assurance and reliability standards.

Requirements

Minimum of 3 + years of experience in a contact center and/or customer service environment, including demonstrated familiarity with performance metrics related to Availability, Call Handling, and Quality Assurance.
High school diploma or GED required.
Fluency in English (written and verbal).
Must reside in the greater Chicagoland area.

Nice To Haves

Completion of continuous vocational training, college coursework, or attainment of a college degree preferred.
Strong verbal communication skills with the ability to demonstrate a clear, professional tone and articulate speaking ability.
Proficient computer and keyboarding skills, including the ability to efficiently navigate multiple systems, screens, and applications simultaneously.
Demonstrated customer-focused demeanor with strong service orientation and the ability to deliver exceptional customer service in a dynamic and fast-paced environment.

Responsibilities

Serve as the primary point of contact for customers seeking assistance via inbound telephone calls or email correspondence.
Respond to customer inquiries through an Automatic Call Distribution (ACD) system and an email routing platform in a timely, professional, and efficient manner.
Educate and assist customers with account and billing-related questions, concerns, and service requests.
Accurately identify customer needs and provide appropriate resolutions in full compliance with established Policies, Procedures, and Protocols.
Research and analyze customer inquiries, taking appropriate and timely action to resolve billing and service-related matters.
Foster positive customer relationships while consistently demonstrating the highest standards of ethics, quality, and professionalism.
Provide application support and navigational guidance for customer-facing technologies.
Escalate unresolved issues to the appropriate next level of support in accordance with established escalation protocols and business guidelines.
Deliver accurate information and guidance related to first-level business processes and requirements.
Document all customer interactions by entering detailed, accurate, and complete account notes in accordance with Account Note Maintenance Guidelines.
Demonstrate consistent adherence to the CARE Framework, including Compliance, Attendance, Results, and Excellence.
Uphold EDGE Framework standards by meeting Quality Assurance requirements and positively contributing to Customer Feedback survey outcomes.
Remain fully engaged in the role by staying current on all project and team communications, regularly reviewing email and internal updates, and communicating clearly and effectively with all project stakeholders.
Consistently meet required performance standards for Availability, Responsiveness, and Average Handle Time (AHT).
Consistently meet all zero-tolerance, business-critical Service Reliability Evaluation (SRE) standards and scored quality requirements.