Bi-lingual Call Center Senior Representative (English/Spanish)

Req ID: 301658 

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 (English/Spanish) 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 

Must be bi-lingual in Spanish & English

In addition to the work requirements, candidates must meet the following requirements while assigned to work in a remote capacity: 

Workspace
•    One that has minimal to no distractions, that is quiet and that would not hinder the servicing of customers via calls or email
Desktop/Laptops (Laptop will be issued once training has begun)
•    Operating system must be Microsoft Windows 7 or higher (Chromebooks, ChromeOS, Linux and MacOS are not compatible with our systems)
•    4 GB of RAM
•    Storage Space: 60 GB of hard drive storage or higher. Solid State Drive preferred.
•    Mouse and Keyboard
•    Intel Core processor i3 and higher or AMD FX 6xxx and higher (or equivalent) preferred
•    Headset (USB corded headset preferred)
•    Unit must contain Anti-Virus Protection (Norton, McAfee, Kaspersky, Avast, etc.). Note that Windows 10 comes with built-in anti-virus software (Windows Defender).
Internet
•    Cable or DSL internet required (minimum speeds of up to 25 Mbps).
•    Internet Explorer 11
•    Ethernet cat 5e connection or higher strongly preferred
•    IOS, MacOS, ChromeOS and Linux are not compatible with our phone software.
•    Internet connectivity should be at least 25 mbps using DSL/Cable or Fiber
•    WiFi is strongly discouraged. A wired connection has proven to be much more reliable plus with WiFi we cannot determine strengths of bandwidth between the user and the router

Location of Job

• TThis role can be 100% remote so long as the candidate meets all the Remote Technology, System and Workspace requirements.
• The remote assignment can end at any time based on the needs of the client or changes to the contract.
• If the remote assignment ends, the individual may be required to work in downtown Chicago.

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.

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.

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

NTT DATA 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.