Call Center Senior Representative

Call Center Senior Representative

NTT DATA Services is seeking a Call Center Senior Representative to join our team in Chicago, Illinois (US-IL), United States (US). The role is remote, but travel to the onsite location is a condition of employment.

General Duties and Tasks:

• Serve as the primary point of contact for customers seeking assistance via inbound telephone calls or email correspondence.
• Respond to customer inquiries through an Automatic Call Distribution (ACD) system and an email routing platform in a timely, professional, and efficient manner.
• Educate and assist customers with account and billing-related questions, concerns, and service requests.
• Accurately identify customer needs and provide appropriate resolutions in full compliance with established Policies, Procedures, and Protocols.
• Research and analyze customer inquiries, taking appropriate and timely action to resolve billing and service-related matters.
• Foster positive customer relationships while consistently demonstrating the highest standards of ethics, quality, and professionalism.
• Provide application support and navigational guidance for customer-facing technologies.
• Escalate unresolved issues to the appropriate next level of support in accordance with established escalation protocols and business guidelines.
• Deliver accurate information and guidance related to first-level business processes and requirements.
• Document all customer interactions by entering detailed, accurate, and complete account notes in accordance with Account Note Maintenance Guidelines.
• Demonstrate consistent adherence to the CARE Framework, including Compliance, Attendance, Results, and Excellence.
• Uphold EDGE Framework standards by meeting Quality Assurance requirements and positively contributing to Customer Feedback survey outcomes.

Minimum Requirements:

• 3+ 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.
• High school diploma or GED required.
• Language Requirement: Fluency in English (written and verbal).

Preferred Qualifications:

• Completion of continuous vocational training, college coursework, or attainment of a college degree preferred.
• Strong verbal communication skills with the ability to demonstrate a clear, professional tone and articulate speaking ability.
• Proficient computer and keyboarding skills, including the ability to efficiently navigate multiple systems, screens, and applications simultaneously.
• Demonstrated customer-focused demeanor with strong service orientation and the ability to deliver exceptional customer service in a dynamic and fast-paced environment.

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this role is $31,900– $52,125. 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. 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.