NTT DATA North America · 1 day ago
Call Center Senior Representative
CHICAGO, IL, US
Full-time
Hybrid
Mid, Senior Level
$25K/yr - $35K/yr
3+ years expNTT DATA North America is a global innovator of business and technology services, and they are seeking a Call Center Senior Representative to join their team. The role involves serving as the first point of contact for customers, addressing inquiries, and providing assistance while maintaining high standards of customer service.
ConsultingDigital MarketingInformation ServicesInformation TechnologyIT Management
Responsibilities
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
Qualification
Required
A minimum of 3 to 5 years' experience in a contact center and/or customer service environment
High school diploma or GED required
Language Requirement: Fluent English
Minimum 3 years' experience with contact center metrics and goals including those for Availability, Call Handling and Quality Assurance
Preferred
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
Benefits
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
Additional voluntary or legally-required benefits
Company
NTT DATA North America
NTT DATA, Inc. is a trusted global innovator of business and technology services.
10001+ employees
H1B Sponsorship
NTT DATA North America has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (144)
2024 (182)
2023 (257)
2022 (871)
2021 (809)
2020 (1266)
Funding
Current Stage
Late StageLeadership Team
John Barr
Vice President - Insurance Strategy
Recent News
2025-12-05
Company data provided by crunchbase