Call Center Senior Representative

Call Center Senior Representative

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).

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.
• Must remain fully engaged in the role by staying current on all project and team communications, regularly reviewing email and internal updates, and communicating clearly and effectively with all project stakeholders.
• Must consistently meet required performance standards for Availability, Responsiveness, and Average Handle Time (AHT).
• Must consistently meet all zero-tolerance, business-critical Service Reliability Evaluation (SRE) standards and scored quality requirements.

Minimum Requirements:

• Minimum of 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).
• Must reside in the greater Chicagoland area

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.

Work Location & Onsite Requirements:

• 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., 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.

Remote Workplace and Technology Requirements:

Remote work is a privilege, not an entitlement. Individuals must meet and continuously maintain all Remote Workplace and Technology Requirements. Failure to do so may result in immediate reassignment to onsite work at 2 N. LaSalle St., downtown Chicago.

Technology Requirements:

• NTT DATA will provide a company-issued computer and headset. New employees may temporarily use a personal computer to attend virtual training until company equipment is deployed.
• Employees are fully responsible for the care, protection, and security of all company-issued equipment and must return all equipment immediately upon separation in accordance with company protocols.
• Failure to return equipment may result in collection actions and/or additional administrative consequences.
• Employees must provide and maintain high-speed internet service with minimum speeds of 50 Mbps or greater. Internet performance must consistently support uninterrupted business operations.
• A hard-wired Ethernet connection is strictly required:
• Wi-Fi connections are not permitted.
• Mobile hotspots, wireless broadband, satellite connections, and public internet connections are strictly prohibited.
• Working from internet connections outside of the employee's personal residence is not permitted.

Stable, reliable, wired internet connectivity is a business-critical requirement and is non-negotiable.

Technical Performance and Issue Management:

• Management actively monitors technical performance, downtime, and system availability.
• Remote employees must adhere to all technical support procedures, troubleshooting protocols, and escalation processes without exception.
• Chronic connectivity issues, recurring internet instability, repeated technical disruptions, or excessive downtime that interfere with job performance will result in corrective action.
• If remote technical reliability does not meet operational standards, remote work privileges may be revoked and the employee will be reassigned to full-time onsite work.

Remote Workspace Requirements:

• Employees must maintain a dedicated, professional workspace capable of supporting uninterrupted, business-grade customer service.
• The workspace must be a permanent, fixed location used daily for work duties.
• Employees must work in an environment free from distractions that interfere with service delivery.
• Background noise, interruptions from individuals or pets, and environmental disruptions must be minimized.
• Employees must work from the same approved location consistently unless prior management approval is obtained.
• Any change in work location requires advance approval, and the new location must fully meet all Remote Workplace and Technology Requirements.

Remote Reliability Standard:

• Remote employees must maintain the same level of operational reliability, performance consistency, and service quality as onsite staff.
• Employees must consistently meet required performance standards for Availability, Responsiveness, Average Handle Time (AHT), and all zero-tolerance, business-critical Service Reliability Evaluation (SRE) standards.
• Repeated internet outages, unstable connections, technology failures, excessive downtime, or workspace disruptions are not acceptable.
• If management determines that remote reliability or performance standards are not consistently met, remote eligibility may be revoked and the employee might be reassigned to full-time onsite work at 2 N. LaSalle St., downtown Chicago.

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 $42,546. 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.