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). General duties and tasks include serving 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 to 5 years of experience in a contact center and/or customer service environment.
• Experience 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.

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.

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 $47,546. 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.