Call Center Senior Representative _ On-Site

NTT DATA • Chicago, IL

18h • $30,990 - $52,750 • Onsite

About The Position

The Customer Service Representative will support customers within an inbound contact center environment. This role involves assisting customers via phone, email, and in-person interactions related to tax, licensing, debt, and administrative hearing matters. The position requires professionalism, attention to detail, and the ability to handle complex and sensitive customer inquiries.
New hires will complete approximately 120 hours of instructor-led training and job-related shadowing, tailored to the assigned business project.

Requirements

• Three to five years of customer service experience, preferably in a call center or contact center environment.
• One+ years of experience servicing customers in a high-volume, client-facing role.
• Strong verbal and written communication skills, including the ability to work effectively with customers who may be upset or in challenging situations.
• Proven ability to conduct detailed account reviews and apply critical thinking to resolve complex issues.
• Ability to consistently maintain a professional, courteous, and friendly demeanor.
• Willingness to work in a performance-driven, client-facing environment.
• Commitment to meeting established performance standards, including attendance, schedule adherence, productivity, compliance, and quality of service.

Responsibilities

• Respond to and assist customers via phone, email, inbound ACD systems, and when applicable, in person.
• Service customer inquiries related to tax filings, licensing, debt, and administrative hearings.
• Process payments and establish payment arrangements in accordance with applicable policies and procedures.
• Educate customers on account details, departmental processes, and relevant city policies, procedures, and protocols.
• Research and analyze customer inquiries, identify appropriate resolutions, and take necessary action to resolve issues accurately and efficiently.
• Promote positive customer relationships while supporting revenue collection efforts.
• Maintain high standards of ethics, quality, accuracy, and service professionalism in all customer interactions.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees