Call Center Senior Representative (100% remote)

Req ID: 282800

NTT DATA Services 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 (100% remote) to join our team in CHICAGO, Illinois (US-IL), United States (US).

Responsibilities:

• Respond to and service customer calls via an inbound ACD system or emails via an email routing client.
• Educate and inform customers on account related billing questions, concerns and requests
• Provide proper resolution that fully meets all Policies, Procedures and Protocols
• Research and analyze inquiries taking appropriate action in resolving their billing situation.
• Promote positive customer relations while maintaining the highest standards of ethics, quality and professionalism.
• Serve as the first point of contact for customers seeking assistance over the phone or email
• Perform troubleshooting techniques
• Perform application navigational guidance
• Identify and determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on first level business requirements
• Record events and problems and their resolution
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures

Basic Qualifications:

High school diploma or GED required

Minimum 1 year experience of call center/customer service experience

Remote Technology and System Requirements

To work remote, individuals must meet all of the established Remote Worksite Requirements including those pertaining to Technology. NTT DATA and it’s partners will not provide computer equipment in order to perform the function of any remote roles.

In General:

1. Individuals must provide their own compatible desktop computer and/or laptop with all needed peripherals
2. Individuals must provide and use their own wired headset at all times
3. Individuals must provide their own internet access and use a wired connection

Computer:

1. The operating system of the computer should be Microsoft Windows 8 or newer; Windows 10 is highly preferred. Windows 7 and older versions are not compatible.
2. Apple MacOS, Chromebooks, ChromeOS and Linux are not compatible with all of our systems and therefore cannot be used.
3. The computer should have:
   1. 4 GB of RAM minimum
   2. 60 GB of hard drive storage or higher. Solid State Drive preferred.
   3. Intel Core processor i3 and higher or AMD FX 6xxx and higher (or equivalent) preferred
   4. The unit must contain Anti-Virus Protection (Norton, McAfee, Kaspersky, Avast, etc.) Windows 10 comes with built-in anti-virus software (Windows Defender).

Internet:

1. Internet speeds must be at or above 50 Mbps.
2. A hardwired ethernet connection is required. WiFi connections are not appropriate as are connections outside of one’s personal dwelling or location.
3. Google Chrome or Microsoft Edge browsers should be accessible.

Remote Workspace Requirements:

1. Individuals must reside in the greater Chicagoland area
2. The individual should have a dedicated workspace that is conducive to servicing Utility Billing customers as they would if located in the Client space. The workspace should be a dedicated location where they can work unencumbered daily.
3. The individual should be able to complete all tasks and/or service their customers with minimal distractions and that will not interfere with the normal course of business or work.
4. Ideally, the remote workspace will be dedicated for the sole purpose of performing the duties of the job and isolated from other people who might share the same physical space. People, pets and noises in the background should be able to be kept to an absolute minimum and not disrupt the work performed or delivery of customer service.
5. The remote worksite should be at the same location each day. If there must be a change to the remote work location, it must meet all of the Remote Technology, System and Remote Workspace Requirements AND the individual must notify NTT DATA Management when they are aware of the change.
6. The remote worksite should not be located outside of the standard geographical working radius that has been approved for the remote role and/or the project.

In compliance with theColoradoEqual Pay Transparency Rules, NTT DATA provides a reasonable range of compensation for roles that may be hired in Colorado. For a candidate in the state of Colorado only, the starting pay range for this role $25k to $30k. Actual compensation will depend on a number of factors, including actual work location, relevant experience (internal or external), technical skills, and other qualifications.

About NTT DATA Services

NTT DATA Services is a recognized leader in IT and business services, including cloud, data and applications, headquartered in Texas. As part of NTT DATA, a $30 billion trusted global innovator with a combined global reach of over 80 countries, we help clients transform through business and technology consulting, industry and digital solutions, applications development and management, managed edge-to-cloud infrastructure services, BPO, systems integration and global data centers. We are committed to our clients’ long-term success. Visit nttdata.com or LinkedIn to learn more.

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.