Call Center Senior Representative

Call Center Senior Representative

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).

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 :

Minimum Requirements :

Preferred Skills :

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

Technology :

Technical Performance and Issue Tracking :

Remote Workspace :

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is $25,000 $35,000. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidates actual work location, relevant experience, technical skills, and other qualifications. 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.

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com.