Call Center Senior Representative (100% remote)

Req ID: 329524 

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 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 Workplace 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

1. NTT DATA will provide a computer and headset for remote work, but new employees may need to use their own personal computer to initially log in and attend training virtually
2. 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.
3. Failure to return equipment may result in collection actions and/or other consequences.
4. Individuals must provide their own high speed internet access with speeds at or above 50 Mbps.
5. 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

1. Management monitors all technical issues and agent downtime. Consistent availability is critical to business operations.

2. Remote employees must adhere to all technical support procedures and protocols.
3. Chronic remote connectivity or technology 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.

1. Employees must have a dedicated, professional workspace conducive to servicing Utility Billing customers with the same quality as an onsite environment.
2. The workspace must be a permanent, unencumbered location used daily for work.
3. Employees must work with minimal distractions that do not interfere with business operations or service delivery.
4. Ideally, the workspace is isolated from other household members and used exclusively for job duties.
5. Background noise, interruptions from people or pets, and other distractions must be kept to an absolute minimum to avoid disruptions to customer service.
6. Employees must work from the same location consistently unless prior approval is obtained.
7. 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.

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

•    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

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

NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.