Call Center Senior Representative (bi-lingual Spanish)

Call Center Senior Representative (Bi-Lingual Spanish)

NTT DATA Services is seeking a Call Center Senior Representative (bi-lingual Spanish) to join our team in Chicago, Illinois (US-IL), United States. The role involves serving as the primary point of contact for customers seeking assistance via inbound telephone calls or email correspondence. Responsibilities include responding to customer inquiries through an Automatic Call Distribution (ACD) system and an email routing platform in a timely, professional, and efficient manner. The position also requires educating and assisting customers with account and billing-related questions, concerns, and service requests, accurately identifying customer needs and providing appropriate resolutions in full compliance with established policies, procedures, and protocols.

The ideal candidate will foster positive customer relationships while consistently demonstrating the highest standards of ethics, quality, and professionalism. Additional duties include providing application support and navigational guidance for customer-facing technologies, escalating unresolved issues to the appropriate next level of support, delivering accurate information and guidance related to first-level business processes and requirements, and documenting all customer interactions by entering detailed, accurate, and complete account notes in accordance with Account Note Maintenance Guidelines.

Minimum requirements include three or more years of experience in a contact center and/or customer service environment, including demonstrated familiarity with performance metrics related to Availability, Call Handling, and Quality Assurance. A high school diploma or GED is required. Fluency in English and Spanish (written and verbal) is mandatory. Preferred qualifications include completion of continuous vocational training, college coursework, or attainment of a college degree, strong verbal communication skills, proficient computer and keyboarding skills, and a customer-focused demeanor with strong service orientation.

The official project work location is 2 N. LaSalle St., downtown Chicago. The Voice CSR role may be eligible for remote work only if the individual meets and continuously maintains all Remote Workplace and Technology Requirements outlined below. Remote work status is conditional and subject to ongoing compliance. Remote eligibility is not guaranteed and may be revoked at any time based on performance, compliance, or technology requirements, with reassignment to onsite work at 2 N. LaSalle St., downtown Chicago. All newly hired remote employees are required to report to the downtown Chicago office after hire to pick up company-issued equipment and complete one (1) day of mandatory in-person training. Travel to the onsite location is a condition of employment. Remote employees may be required to report onsite at any time for business needs, including but not limited to equipment replacement, equipment repair, retraining, performance remediation, compliance review, or operational requirements.

Compensation for this role ranges from $28,356 to $45,870, depending on relevant experience, technical skills, and other qualifications. The candidate may also be eligible for incentive compensation based on personal 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.