What are the responsibilities and job description for the Call Center Senior Representative position at NTT DATA Services?

Req ID : 308493

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).

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 GED required

Minimum 1 year experience of call center / customer service experience

Remote Technology and System Requirements

To work remote, individuals must meet all of the established Remote Worksite Requirements including those pertaining to Technology. A laptop will be issued.

In General :

Individuals must provide their own compatible desktop computer and / or laptop with all needed peripherals

Individuals must provide and use their own wired headset at all times

Individuals must provide their own internet access and use a wired connection

Computer :

The operating system of the computer should be Microsoft Windows 8 or newer; Windows 10 is highly preferred . Windows 7 and older versions are not compatible.

Apple MacOS, Chromebooks, ChromeOS and Linux are not compatible with all of our systems and therefore cannot be used.

The computer should have :

4 GB of RAM minimum

60 GB of hard drive storage or higher. Solid State Drive preferred.

Intel Core processor i3 and higher or AMD FX 6xxx and higher (or equivalent) preferred

The unit must contain Anti-Virus Protection (Norton, McAfee, Kaspersky, Avast, etc.) Windows 10 comes with built-in anti-virus software (Windows Defender).

Internet :

Internet speeds must be at or above 50 Mbps.

A hardwired ethernet connection is required. WiFi connections are not appropriate as are connections outside of one’s personal dwelling or location.

Google Chrome or Microsoft Edge browsers should be accessible.

Remote Workspace Requirements :

Individuals must reside in the greater Chicagoland area

The individual should have a dedicated workspace that is conducive to servicing Utility Billing customers as they would if located in the Client space. The workspace should be a dedicated location where they can work unencumbered daily.

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.

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. 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.

The remote worksite should be at the same location each day. If there must be a change to the remote work location, it must meet all of the Remote Technology, System and Remote Workspace Requirements AND the individual must notify NTT DATA Management when they are aware of the change.

The remote worksite should not be located outside of the standard geographical working radius that has been approved for the remote role and / or the project.

In compliance with theColoradoEqual Pay Transparency Rules, NTT DATA provides a reasonable range of compensation for roles that may be hired in Colorado. For a candidate in the state of Colorado only, the starting pay range for this role $25k to $30k. Actual compensation will depend on a number of factors, including actual work location, relevant experience (internal or external), technical skills, and other qualifications.

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 endeavors to make https : / / us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https : / / us.nttdata.com / en / contact-us . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here . If you'd like more information on your EEO rights under the law, please click here . For Pay Transparency information, please click here .

Salary : $25,000 - $30,000

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