Req ID: 314049
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 Bi-lingual Call Center Senior Representative (Spanish/English) to join our team in Chicago, Illinois (US-IL), United States (US).
Responsibilities:
- Serve as the first point of contact for customers seeking first level assistance over the phone or email.
- 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.
- Identify and provide the 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.
- Perform application or navigational guidance on customer facing technologies.
- 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.
- Properly enter account notes after each customer contact meeting strict Account Note Maintenance Guidelines.
- Pass on feedback or suggestions to the appropriate internal team.
- Maintain a strong understanding and achievement with The CARE Framework as it pertains to Compliance, Attendance, Results and Excellence.
- Maintain a strong understanding and achievement with The EDGE Framework as it pertains to Quality Assurance programs, Quality Monitoring programs and Customer Feedback surveys.
Location of Job:
- The location for a Voice CSR is in our client’s office located at 2 N. LaSalle St. in downtown Chicago.
- The Voice CSR may have a 100% remote working status only if they comply with the following:
- Attend new Voice CSR training in-person and onsite in the downtown Chicago office. This is estimated to last 4 weeks.
- Meet the Remote Working and Technology Requirements.
- Continually achieve positive results as outlined within The CARE Framework.
- The remote status of the assignment can end at any time based on the needs of our client, changes to our contract or failure to meet the required performance expectations.
- If the remote status of the assignment ends, the individual would be required to work in the downtown Chicago office.
Basic Qualifications:
- Minimum of three years’ experience in a contact center and/or customer service environment.
- Must be bi-lingual in English and Spanish
- Must have a high school diploma or GED
Preferred Skills:
- Familiarity with contact center metrics and goals including those for Availability, Call Handling and Quality Assurance.
- Strong verbal communication; able to demonstrate a clear and polished tone and articulate speaking ability.
- A customer facing demeanor with good service skills and the ability to deliver stellar customer service in a fluid and challenging environment.
- Able to service customers in an account-driven environment that requires frequent thorough explanations on billing, payment and account related matters.
- Strong business computer and keyboarding skills; able to navigate through multiple computer systems, screens and applications simultaneously and effortlessly.
- Continuous vocational training, college coursework or a college degree preferred
Remote Working and Technology Requirements
To work remote, individuals must meet all the established Remote requirements including those pertaining to a home workspace and related technology.
Technology
- NTT DATA will provide a computer and headset for remote work.
- Employees are responsible for the care and security of all equipment provided. They must return it immediately upon separation from the company following company protocols.
- Failure to return equipment may result in collection actions and/or other consequences.
- Individuals must provide their own high speed internet access with speeds at or above 50 Mbps.
- A hard-wired ethernet connection is required. Wi-Fi, mobile, wireless and public internet connections are forbidden as are connections outside of one’s personal dwelling or location.
Technical Performance and Issue Tracking
- Management monitors all technical issues and agent downtime. Consistent availability is critical to business operations.
- Remote employees must adhere to all technical support procedures and protocols.
- Chronic connectivity issues or recurring downtime that impede job performance, including internet outages, may result in the remote status changing to onsite.
Remote Workspace
Remote work demands a high degree of professionalism, self-discipline, and accountability. The following workspace standards are vital to delivering exceptional service.
- Employees must have a dedicated, professional workspace conducive to servicing Utility Billing customers with the same quality as an onsite environment.
- The workspace must be a permanent, unencumbered location used daily for work.
- Employees must work with minimal distractions that do not interfere with business operations or service delivery.
- Ideally, the workspace is isolated from other household members and used exclusively for job duties.
- Background noise, interruptions from people or pets, and other distractions must be kept to an absolute minimum to avoid disruptions to customer service.
- Employees must work from the same location consistently unless prior approval is obtained.
- If a change in work location is necessary:
- The new location must meet all Remote Workspace and Technology Requirements.
- Notification to NTT DATA Management is required before relocating.
Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is $25k to $50k. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate’s actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance.
About NTT DATA
NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com
