Call Center Senior Representative

General Duties & Tasks

• Serve as the first point of contact for customers seeking first level assistance over the phone or email.
• 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.
• Identify and provide the 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 application or navigational guidance on customer facing technologies.
• 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.
• Properly enter account notes after each customer contact meeting strict Account Note Maintenance Guidelines.
• Pass on feedback or suggestions to the appropriate internal team.
• Maintain a strong understanding and achievement with The CARE Framework as it pertains to Compliance
  , Attendance
  , Results and Excellence
  .
• Maintain a strong understanding and achievement with The EDGE Framework as it pertains to Quality Assurance programs, Quality Monitoring programs and Customer Feedback surveys.

• The location for our project is 2 N. LaSalle St. in downtown Chicago.
• A Voice CSR may opt for a 100% remote working arrangement if they comply with the following:
• Meet all of the Remote Workplace and Technology Requirements.
• Continually achieve positive results as outlined within The CARE Framework.
• The remote status of the assignment can end at any time based on the needs of our client, changes to our contract or failure to meet the required expectations.
• If the remote status of the assignment ends, the individual would be required to work in the downtown Chicago office.

-A minimum of 3 to 5 years’ experience in a contact center and/or customer service environment.
-High school diploma or GED required.
-Minimum 3 years’ experience with contact center metrics and goals including those for Availability, Call Handling and Quality Assurance.

• Continuous vocational training, college coursework or a college degree preferred
• Strong verbal communication; able to demonstrate a clear and polished tone and articulate speaking ability.
• Strong business computer and keyboarding skills; able to navigate through multiple computer systems, screens and applications simultaneously and effortlessly.
• A customer facing demeanor with good service skills and the ability to deliver stellar customer service in a fluid and challenging environment.

To work remote, individuals must meet all the established remote requirements including those pertaining to a home workspace and related technology.

• 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
• 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.
• Failure to return equipment may result in collection actions and/or other consequences.
• Individuals must provide their own high speed internet access with speeds at or above 50 Mbps.
• 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.

• Management monitors all technical issues and agent downtime. Consistent availability is critical to business operations.
• Remote employees must adhere to all technical support procedures and protocols.
• 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.

• Employees must have a dedicated, professional workspace conducive to servicing Utility Billing customers with the…