Call Center Senior Representative (100% remote)

Req ID:297657

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 (100% remote) to join our team in CHICAGO, Illinois (US-IL), United States (US).

Responsibilities:

• 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
• Provide 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.
• Serve as the first point of contact for customers seeking assistance over the phone or email
• Perform troubleshooting techniques
• Perform application navigational guidance
• Identify and determine the best solution based on the issue and details provided by customers
• 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
• Record events and problems and their resolution
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures

Basic Qualifications:
High school diploma or equivalent required

Minimum 1 year experience of call center/customer service experience

In addition to the work requirements, candidates must meet the following requirements while assigned to work in a remote capacity:

Location of Job

• This role can be 100% remote so long as the candidate meets all the Remote Technology, System and Workspace requirements.
• The remote assignment can end at any time based on the needs of the client or changes to the contract.
• If the remote assignment ends, the individual may be required to work in downtown Chicago.

Remote Technology, System and Workspace Requirements

To work remote, individuals must meet the established Remote requirements including those pertaining to Technology.

In General:

1. Individuals must always provide and use their own wired headset.
2. Individuals must provide their own internet access and use a wired connection.

Internet:

1. Internet speeds should be at or above 50 Mbps.
2. A hardwired ethernet connection is required. Wi-Fi connections are not appropriate as are connections outside of one’s personal dwelling or location.
3. Google Chrome or Microsoft Edge browsers should be accessible.

Workspace:

1. The individual should have a dedicated workspace that is conducive to servicing Utility Billing customers as they would if located in the Client space.
2. The workspace should be a dedicated location where they can work unencumbered daily.
3. The individual should be able to complete all tasks and/or service their customers with minimal distractions and that will not interfere with the normal course of business or work.
4. Ideally, the remote workspace will be dedicated for the sole purpose of performing the duties of the job and isolated from other people who might share the same physical space.
5. People, pets and noises in the background should be able to be kept to an absolute minimum and not disrupt the work performed or delivery of customer service.
6. The remote worksite should be at the same location each day.
7. If there must be a change to the remote work location…
   • It must meet the Remote Technology, System and Remote Workspace Requirements.
   • The individual must notify NTT DATA Management if a change is needed.

This is a full-time salaried position with NTT DATA Services. Please note, 1099 or corp-2-corp contractors will NOT be considered. This position is only available to those interested in salaried staff employment opportunities.

About NTT DATA

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

NTT DATA is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.