Call Center Senior Representative

NTT DATA•Chicago, IL

8d•Remote

About The Position

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. Management monitors all technical issues and agent downtime. 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. 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. To work remote, individuals must meet all the established remote requirements including those pertaining to a home workspace and related technology. Technology 1.

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.
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.
To work remote, individuals must meet all the established remote requirements including those pertaining to a home workspace and related technology.

Nice To Haves

Continuous vocational training, college coursework or a college degree preferred

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.