NTT DATA
divh2Call Center Senior Representative/h2pNTT 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./ppWe are currently seeking a Call Center Senior Representative to join our team in Chicago, Illinois, United States./ph3General Duties
Tasks/h3ulliServe as the first point of contact for customers seeking first level assistance over the phone or email./liliRespond to and service customer calls via an inbound ACD system or emails via an email routing client./liliEducate and inform customers on account related billing questions, concerns and requests./liliIdentify and provide the proper resolution that fully meets all Policies, Procedures and Protocols./liliResearch and analyze inquiries taking appropriate action in resolving their billing situation./liliPromote positive customer relations while maintaining the highest standards of ethics, quality and professionalism./liliPerform application or navigational guidance on customer facing technologies./liliWalk the customer through the problem-solving process./liliDirect unresolved issues to the next level of support personnel./liliProvide accurate information on first level business requirements./liliProperly enter account notes after each customer contact meeting strict Account Note Maintenance Guidelines./liliPass on feedback or suggestions to the appropriate internal team./liliMaintain a strong understanding and achievement with The CARE Framework as it pertains to Compliance, Attendance, Results, and Excellence./liliMaintain a strong understanding and achievement with The EDGE Framework as it pertains to Quality Assurance programs, Quality Monitoring programs and Customer Feedback surveys./li/ulh3Location of Job/h3ulliThe location for our project is 2 N. LaSalle St. in downtown Chicago./liliA Voice CSR may opt for a 100% remote working arrangement if they comply with the following:/liulliMeet all of the Remote Workplace and Technology Requirements./liliContinually achieve positive results as outlined within The CARE Framework./liliThe 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./liliIf the remote status of the assignment ends, the individual would be required to work in the downtown Chicago office./li/ul/ulh3Minimum Requirements/h3ulliA minimum of 3 to 5 years experience in a contact center and/or customer service environment./liliHigh school diploma or GED required./liliLanguage Requirement: Fluent English./liliMinimum 3 years experience with contact center metrics and goals including those for Availability, Call Handling and Quality Assurance./li/ulh3Preferred Skills/h3ulliContinuous vocational training, college coursework or a college degree preferred./liliStrong verbal communication; able to demonstrate a clear and polished tone and articulate speaking ability./liliStrong business computer and keyboarding skills; able to navigate through multiple computer systems, screens and applications simultaneously and effortlessly./liliA customer facing demeanor with good service skills and the ability to deliver stellar customer service in a fluid and challenging environment./liliTo work remote, individuals must meet all the established remote requirements including those pertaining to a home workspace and related technology./li/ulh3Technology/h3ol start=1liNTT 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./liliEmployees are responsible for the care and security of all equipment provided. They must return it immediately upon separation from the company following company protocols./liliFailure to return equipment may result in collection actions and/or other consequences./liliIndividuals must provide their own high speed internet access with speeds at or above 50 Mbps./liliA hard-wired ethernet connection is required. Wi-Fi, mobile, wireless and public internet connections are forbidden as are connections outside of ones personal dwelling or location./li/olh3Technical Performance and Issue Tracking/h3olliManagement monitors all technical issues and agent downtime. Consistent availability is critical to business operations./li/olol start=2liRemote employees must adhere to all technical support procedures and protocols./liliChronic remote connectivity or technology issues or recurring downtime that impede job performance, including internet outages, may result in the remote status changing to onsite./li/olh3Remote Workspace/h3pRemote work demands a high degree of professionalism, self-discipline, and accountability. The following workspace standards are vital to delivering exceptional service./pol start=1liEmployees must have a dedicated, professional workspace conducive to servicing Utility Billing customers with the same quality as an onsite environment./liliThe workspace must be a permanent, unencumbered location used daily for work./liliEmployees must work with minimal distractions that do not interfere with business operations or service delivery./liliIdeally, the workspace is isolated from other household members and used exclusively for job duties./liliBackground noise, interruptions from people or pets, and other distractions must be kept to an absolute minimum to avoid disruptions to customer service./liliEmployees must work from the same location consistently unless prior approval is obtained./liliIf a change in work location is necessary:/liulliThe new location must meet all Remote Workspace and Technology Requirements./liliNotification to NTT DATA Management is required before relocating./li/ul/olpWhere 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 ADD 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./ppNTT 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 RD to help organizations and society move confidently and sustainably into the digital future./ppNTT DATA endeavors to make 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 ./ppThis 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 youd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here./p/div
Tasks/h3ulliServe as the first point of contact for customers seeking first level assistance over the phone or email./liliRespond to and service customer calls via an inbound ACD system or emails via an email routing client./liliEducate and inform customers on account related billing questions, concerns and requests./liliIdentify and provide the proper resolution that fully meets all Policies, Procedures and Protocols./liliResearch and analyze inquiries taking appropriate action in resolving their billing situation./liliPromote positive customer relations while maintaining the highest standards of ethics, quality and professionalism./liliPerform application or navigational guidance on customer facing technologies./liliWalk the customer through the problem-solving process./liliDirect unresolved issues to the next level of support personnel./liliProvide accurate information on first level business requirements./liliProperly enter account notes after each customer contact meeting strict Account Note Maintenance Guidelines./liliPass on feedback or suggestions to the appropriate internal team./liliMaintain a strong understanding and achievement with The CARE Framework as it pertains to Compliance, Attendance, Results, and Excellence./liliMaintain a strong understanding and achievement with The EDGE Framework as it pertains to Quality Assurance programs, Quality Monitoring programs and Customer Feedback surveys./li/ulh3Location of Job/h3ulliThe location for our project is 2 N. LaSalle St. in downtown Chicago./liliA Voice CSR may opt for a 100% remote working arrangement if they comply with the following:/liulliMeet all of the Remote Workplace and Technology Requirements./liliContinually achieve positive results as outlined within The CARE Framework./liliThe 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./liliIf the remote status of the assignment ends, the individual would be required to work in the downtown Chicago office./li/ul/ulh3Minimum Requirements/h3ulliA minimum of 3 to 5 years experience in a contact center and/or customer service environment./liliHigh school diploma or GED required./liliLanguage Requirement: Fluent English./liliMinimum 3 years experience with contact center metrics and goals including those for Availability, Call Handling and Quality Assurance./li/ulh3Preferred Skills/h3ulliContinuous vocational training, college coursework or a college degree preferred./liliStrong verbal communication; able to demonstrate a clear and polished tone and articulate speaking ability./liliStrong business computer and keyboarding skills; able to navigate through multiple computer systems, screens and applications simultaneously and effortlessly./liliA customer facing demeanor with good service skills and the ability to deliver stellar customer service in a fluid and challenging environment./liliTo work remote, individuals must meet all the established remote requirements including those pertaining to a home workspace and related technology./li/ulh3Technology/h3ol start=1liNTT 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./liliEmployees are responsible for the care and security of all equipment provided. They must return it immediately upon separation from the company following company protocols./liliFailure to return equipment may result in collection actions and/or other consequences./liliIndividuals must provide their own high speed internet access with speeds at or above 50 Mbps./liliA hard-wired ethernet connection is required. Wi-Fi, mobile, wireless and public internet connections are forbidden as are connections outside of ones personal dwelling or location./li/olh3Technical Performance and Issue Tracking/h3olliManagement monitors all technical issues and agent downtime. Consistent availability is critical to business operations./li/olol start=2liRemote employees must adhere to all technical support procedures and protocols./liliChronic remote connectivity or technology issues or recurring downtime that impede job performance, including internet outages, may result in the remote status changing to onsite./li/olh3Remote Workspace/h3pRemote work demands a high degree of professionalism, self-discipline, and accountability. The following workspace standards are vital to delivering exceptional service./pol start=1liEmployees must have a dedicated, professional workspace conducive to servicing Utility Billing customers with the same quality as an onsite environment./liliThe workspace must be a permanent, unencumbered location used daily for work./liliEmployees must work with minimal distractions that do not interfere with business operations or service delivery./liliIdeally, the workspace is isolated from other household members and used exclusively for job duties./liliBackground noise, interruptions from people or pets, and other distractions must be kept to an absolute minimum to avoid disruptions to customer service./liliEmployees must work from the same location consistently unless prior approval is obtained./liliIf a change in work location is necessary:/liulliThe new location must meet all Remote Workspace and Technology Requirements./liliNotification to NTT DATA Management is required before relocating./li/ul/olpWhere 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 ADD 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./ppNTT 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 RD to help organizations and society move confidently and sustainably into the digital future./ppNTT DATA endeavors to make 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 ./ppThis 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 youd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here./p/div