Call Center Senior Representative

Location: Remote (with conditional eligibility; official project work location is 2 N. LaSalle St., downtown Chicago)

About the role

NTT DATA is seeking a Call Center Senior Representative to serve as the primary point of contact for customers seeking assistance via inbound telephone calls or email correspondence. This role involves educating and assisting customers with account and billing-related questions, providing application support, and ensuring high standards of customer service in a dynamic environment.

Responsibilities

• Respond to customer inquiries through an Automatic Call Distribution (ACD) system and email routing platform in a timely, professional, and efficient manner.
• Accurately identify customer needs and provide appropriate resolutions in full compliance with established Policies, Procedures, and Protocols.
• Research and analyze customer inquiries, taking appropriate and timely action to resolve billing and service-related matters.
• Foster positive customer relationships while demonstrating the highest standards of ethics, quality, and professionalism.
• Provide application support and navigational guidance for customer-facing technologies.
• Escalate unresolved issues to the appropriate next level of support in accordance with established escalation protocols.
• Deliver accurate information and guidance related to first-level business processes and requirements.
• Document all customer interactions by entering detailed, accurate, and complete account notes in accordance with Account Note Maintenance Guidelines.
• Demonstrate consistent adherence to the CARE Framework (Compliance, Attendance, Results, and Excellence).
• Uphold EDGE Framework standards by meeting Quality Assurance requirements and contributing to Customer Feedback survey outcomes.
• Remain fully engaged in the role by staying current on project and team communications, reviewing internal updates, and communicating effectively with stakeholders.
• Consistently meet performance standards for Availability, Responsiveness, and Average Handle Time (AHT).
• Consistently meet all zero-tolerance, business-critical Service Reliability Evaluation (SRE) standards and scored quality requirements.

Requirements

• 3+ years of experience in a contact center and/or customer service environment, including demonstrated familiarity with performance metrics related to Availability, Call Handling, and Quality Assurance.
• High school diploma or GED required.
• Fluency in English (written and verbal).

Preferred Qualifications

• Completion of continuous vocational training, college coursework, or attainment of a college degree.
• Strong verbal communication skills with a clear, professional tone and articulate speaking ability.
• Proficient computer and keyboarding skills, including the ability to navigate multiple systems and applications simultaneously.
• Demonstrated customer-focused demeanor with a strong service orientation in a fast-paced environment.

Remote Workplace and Technology Requirements

• Remote work is conditional and subject to ongoing compliance with all requirements; eligibility may be revoked at any time.
• Must report to the downtown Chicago office after hire to pick up company-issued equipment and complete one day of mandatory in-person training.
• May be required to report onsite at any time for business needs, including equipment replacement, retraining, or performance remediation.
• NTT DATA provides a company-issued computer and headset; employees are responsible for their care, protection, and security.
• Must provide and maintain high-speed internet service with minimum speeds of 50 Mbps or greater, using a hard-wired Ethernet connection (Wi-Fi, mobile hotspots, or public internet connections are prohibited).
• Must work from a dedicated, professional workspace free from distractions, in a permanent, fixed location used daily for work duties.
• Must maintain the same level of operational reliability, performance consistency, and service quality as onsite staff.
• Chronic connectivity issues, recurring disruptions, or failure to meet performance standards may result in reassignment to full-time onsite work.

Pay

The starting pay range for this role is $31,900–$52,125. Actual compensation will depend on relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance.

Benefits

• Medical, dental, and vision insurance with employer contribution.
• Flexible spending or health savings account.
• Life and AD&D insurance.
• Short- and long-term disability coverage.
• Paid time off.
• Employee assistance program.
• 401(k) program with company match.
• Additional voluntary or legally-required benefits.

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We accelerate client success and positively impact society through responsible innovation, offering expertise in AI, cloud, security, connectivity, data centers, and application services. As a Global Top Employer, we have experts in over 50 countries and provide access to a robust ecosystem of innovation centers and partners. NTT DATA is part of NTT Group, which invests over $3 billion annually in R&D.