at NTT Data Inc in Chicago, Illinois, United States
Job Description
Req ID:291357
NTT DATA Services 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 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 equivalent 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
* 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.
Additional Information:
Individuals must reside in the greater Chicagoland area
The individual should have a dedicated workspace that is conducive to servicing Utility Billing customers as they would if located in the Client space. The workspace should be a dedicated location where they can work unencumbered daily.
The individual should be able to complete all tasks and/or service their customers with minimal distractions and that will not interfere with the normal course of business or work.
Ideally, the remote workspace will be dedicated for the sole purpose of performing the duties of the job and isolated from other people who might share the same physical space. People, pets and noises in the background should be able to be kept to an absolute minimum and not disrupt the work performed or delivery of customer service.
The remote worksite should be at the same location each day. If there must be a change to the remote work location, it must meet all of the Remote Technology, System and Remote Workspace Requirements AND the individual must notify NTT DATA Management when they are aware of the... For full info follow application link.
NTT DATA, Inc. (the “Company”) is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law. To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.
