Call Center Senior Representative

Req ID: 343960 

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 Quality Assurance programs, Quality Monitoring programs and Customer Feedback 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.

 

 

Minimum Requirements

 

 

-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.

 

Preferred Skills

 

 

-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. 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
2. Employees are responsible for the care and security of all equipment provided. They must return it immediately upon separation from the company following company