TEMP BPO Associate

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.

Basic Qualifications:

• 2 years experience customer service
• 2 years experience office environment
• 1 year experience Microsoft Office Suite
• High School Diploma/GED

Job Responsibilities:

• Provide quality customer service experience to our consumers and customers
• Maintain effective customer service for all internal and external customers by utilizing excellent, in-depth knowledge of Company products and programs
• Gain a working knowledge of Company systems and processes
• Attend appropriate training classes to continually work towards self-development to stay current on customer service procedures & practices
• Problem solved in a professional and effective manner.
• Communicate effectively with consumers via all channels (Including but not limited to telephone, email, letter, chat, text, social media, etc…)
• Answer incoming faxes, calls, voicemail and emails and input data and file
• Address issues to provide first call resolution

New hires must have a working device (such as cell phone or tablet) for the 2-Factor Authentication process.

*** All new hires will be required to successfully complete our Call Center training classes and demonstrate proficiency of the material.

Must Pass a background check with Education check and employment verification check. 

Required schedule availability for this position is Monday-Friday 7:00 am to 7:00 pm (Eastern Time), possible Saturday mornings (rotating) 8:00 am to 12:00 pm (Eastern Time) could also be required.

Shift times may be changed as per client requirements. Additionally, Overtime may be required based on business requirements.

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

1. NTT DATA will provide a computer and headset for remote work.
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 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.

1. Employees must have a dedicated, professional workspace conducive to servicing Customer Service 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