Join a Global Leader in Business and Technology Services
NTT DATA is a $30 billion trusted global innovator of business and technology services, serving 75% of the Fortune Global 100. We're 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. If you're passionate about delivering exceptional customer experiences and want to be part of an inclusive, adaptable, and forward-thinking organization, we invite you to apply for the Call Center Senior Representative role.
About the Role
We're seeking an experienced Call Center Senior Representative to join our team in CHICAGO, Illinois, in a 100% remote capacity. As a Call Center Senior Representative, you'll be the first point of contact for customers seeking assistance with their utility billing inquiries. You'll play a critical role in providing top-notch customer service, resolving billing issues, and promoting positive customer relations.
Key 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.
- Perform troubleshooting techniques and 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.
Essential Qualifications
To be considered for this role, you must meet the following essential qualifications:
- High school diploma or equivalent required.
- Minimum 1 year of experience in call center/customer service.
- Ability to work in a remote capacity with a dedicated workspace that is conducive to servicing Utility Billing customers.
- Meet the Remote Technology, System, and Workspace requirements, including:
- Providing and using a wired headset.
- Having a reliable internet connection with speeds at or above 50 Mbps.
- Using a hardwired ethernet connection.
- Having a dedicated workspace with minimal distractions.
Preferred Qualifications
While not required, the following qualifications are preferred:
- Experience in utility billing or a related industry.
- Knowledge of customer service software and technology.
- Excellent communication and problem-solving skills.
Skills and Competencies
To succeed in this role, you'll need to possess the following skills and competencies:
- Excellent customer service skills.
- Strong communication and interpersonal skills.
- Ability to work in a fast-paced environment.
- Problem-solving and analytical skills.
- Ability to adapt to changing priorities and situations.
- Strong attention to detail and accuracy.
Career Growth Opportunities and Learning Benefits
At NTT DATA, we're committed to helping our employees grow and develop their skills. As a Call Center Senior Representative, you'll have opportunities to:
- Develop your customer service and communication skills.
- Gain experience in utility billing and related industries.
- Advance to leadership roles or specialize in a particular area.
- Participate in training and development programs.
Work Environment and Company Culture
NTT DATA is a global organization with a diverse and inclusive culture. As a 100% remote employee, you'll have the flexibility to work from anywhere while still being part of a collaborative and dynamic team. We're committed to creating a work environment that is supportive, innovative, and inclusive.
Compensation, Perks, and Benefits
We offer a competitive compensation package, including a salary and benefits that reflect our commitment to attracting and retaining top talent. As a full-time salaried employee, you'll be eligible for a range of benefits, including:
- Comprehensive health insurance.
- Retirement savings plan.
- Paid time off and holidays.
- Opportunities for career growth and development.
Ready to Make a Real Impact?
If you're a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for the Call Center Senior Representative role. As a key member of our team, you'll play a critical role in delivering exceptional customer experiences and driving business success. Apply now and join our team of diverse experts who are shaping the future of business and technology services.
NTT DATA is an equal opportunity employer and considers all applicants without regard 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.
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