Call Center Senior Representative _ On-Site _ (bi-lingual Spanish)

Call Center Senior Representative _ On-Site _ (bi-lingual Spanish)

Chicago, IL, US

NTT DATA Services

Position Overview

The Customer Service Representative will support customers within an inbound contact center environment. This role involves assisting customers via phone, email, and in-person interactions related to tax, licensing, debt, and administrative hearing matters. The position requires professionalism, attention to detail, and the ability to handle complex and sensitive customer inquiries. New hires will complete approximately 120 hours of instructor-led training and job-related shadowing, tailored to the assigned business project.

Primary Responsibilities

• Respond to and assist customers via phone, email, inbound ACD systems, and when applicable, in person.
• Service customer inquiries related to tax filings, licensing, debt, and administrative hearings.
• Process payments and establish payment arrangements in accordance with applicable policies and procedures.
• Educate customers on account details, departmental processes, and relevant city policies, procedures, and protocols.
• Research and analyze customer inquiries, identify appropriate resolutions, and take necessary action to resolve issues accurately and efficiently.
• Promote positive customer relationships while supporting revenue collection efforts.
• Maintain high standards of ethics, quality, accuracy, and service professionalism in all customer interactions.

Required Qualifications and Skills

• Three to five years of customer service experience, preferably in a call center or contact center environment.
• One+ years of experience servicing customers in a high-volume, client-facing role.
• Language Requirement: Fluency in English (written and verbal) along with fluency in Spanish (written and verbal)
• Strong verbal and written communication skills, including the ability to work effectively with customers who may be upset or in challenging situations.
• Proven ability to conduct detailed account reviews and apply critical thinking to resolve complex issues.
• Ability to consistently maintain a professional, courteous, and friendly demeanor.

Work Expectations

The official project work location is 2 N. LaSalle St., downtown Chicago. Willingness to work in a performance-driven, client-facing environment. Commitment to meeting established performance standards, including attendance, schedule adherence, productivity, compliance, and quality of service.

Compensation

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this role is $30,990-$52,750. Actual compensation will depend on a number of factors, including the candidate's relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance.

Benefits

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.

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.