CrawlJobs Logo
NTT DATA Logo NTT DATA · Call Center

Call Center Senior Representative

United States, Chicago Employment contract 31900.00 - 47546.00 USD / Year · Job Posted May 29, 2026
Apply Position
Job Link Share

Job Description

We are currently seeking a Call Center Senior Representative to join our team in Chicago, Illinois (US-IL), United States (US).

Job Responsibility

  • Serve as the primary point of contact for customers seeking assistance via inbound telephone calls or email correspondence
  • Respond to customer inquiries through an Automatic Call Distribution (ACD) system and an email routing platform in a timely, professional, and efficient manner
  • Educate and assist customers with account and billing-related questions, concerns, and service requests
  • 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 consistently 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 and business guidelines
  • 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, including Compliance, Attendance, Results, and Excellence
  • Uphold EDGE Framework standards by meeting Quality Assurance requirements and positively contributing to Customer Feedback survey outcomes
  • Must remain fully engaged in the role by staying current on all project and team communications, regularly reviewing email and internal updates, and communicating clearly and effectively with all project stakeholders
  • Must consistently meet required performance standards for Availability, Responsiveness, and Average Handle Time (AHT)
  • Must consistently meet all zero-tolerance, business-critical Service Reliability Evaluation (SRE) standards and scored quality requirements

Requirements

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

Nice to have

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

What we offer

  • Medical
  • Dental
  • 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
NTT DATA - All Job Offers

Looking for more opportunities?

Search for other job offers that match your skills and interests.

Suggested Tags: Frontend Developer Secretary Talent Manager Salesforce Administrator Data Analyst
Similar Jobs for

Call Center Senior Representative

8 matching positions

Senior Customer Service Representative

Meritain Health an Aetna/CVS affiliate has multiple openings for Sr. Customer Se...
Location
Location
United States
Salary
Salary:
18.50 - 42.35 USD / Hour
https://www.cvshealth.com/ Logo
CVS Health
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 1+ years of customer service experience
  • Experience in a metric based environment
  • Proficiency with full suite of Microsoft Applications
  • Comfortability utilizing search engines
  • Excellent multi-tasking skills
  • Ability to Effectively Communicate
Job Responsibility
Job Responsibility
  • Handle incoming calls from members and providers regarding claims status, benefits and eligibility, PPO participation, etc
  • Maintain department established performance metrics at a meets or exceeds expectations level
  • Work together as a team and apply the Aetna Core Values in day-to-day operations
What we offer
What we offer
  • Affordable medical plan options
  • 401(k) plan (including matching company contributions)
  • Employee stock purchase plan
  • No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching
  • Paid time off
  • Flexible work schedules
  • Family leave
  • Dependent care resources
  • Colleague assistance programs
  • Tuition assistance
  • Fulltime
Read More
Arrow Right

Senior Customer Service Representative

Meritain Health an Aetna/CVS affiliate has multiple openings for Sr. Customer Se...
Location
Location
United States , Work at Home
Salary
Salary:
18.50 - 42.35 USD / Hour
https://www.cvshealth.com/ Logo
CVS Health
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 1+ years of customer service experience
  • Experience in a metric based environment
  • Proficiency with full suite of Microsoft Applications
  • Comfortability utilizing search engines
  • Excellent multi-tasking skills
  • Ability to Effectively Communicate
  • High School diploma, G.E.D. or equivalent experience
Job Responsibility
Job Responsibility
  • Handle incoming calls from members and providers regarding claims status, benefits and eligibility, PPO participation
  • Maintain department established performance metrics at a meets or exceeds expectations level
  • Work together as a team and apply the Aetna Core Values in day-to-day operations
  • Creating a Differentiated Service Experience
  • Demonstrating Service Discipline
  • Handling Service Challenges
  • Providing Solutions to Constituent Needs
  • Working Across Boundaries
What we offer
What we offer
  • Affordable medical plan options
  • 401(k) plan with matching company contributions
  • Employee stock purchase plan
  • Wellness screenings
  • Tobacco cessation and weight management programs
  • Confidential counseling and financial coaching
  • Paid time off
  • Flexible work schedules
  • Family leave
  • Dependent care resources
  • Fulltime
Read More
Arrow Right

Sales Supervisor

We are looking for an experienced and driven Sales Supervisor to lead and inspir...
Location
Location
United States , Parsippany
Salary
Salary:
Not provided
https://www.roberthalf.com Logo
Robert Half
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • MUST have experience supervising sales reps, specifically in a call center environment
  • Exceptional communication and interpersonal skills, with the ability to interact effectively across all levels
  • Proven experience in call center operations, including sales techniques and customer service best practices
  • Demonstrated leadership and management abilities to effectively supervise and guide a team
  • Strong problem-solving and negotiation skills to address challenges and deliver impactful solutions
  • Proficiency in computer applications, including Microsoft Office Suite
  • Excellent organizational skills and keen attention to detail
  • Analytical mindset with the ability to make data-driven decisions
  • High school diploma or higher education, with 3+ years of experience in a call center environment
Job Responsibility
Job Responsibility
  • Supervise and motivate a team of call center representatives, fostering a positive work environment and high team morale
  • Establish clear performance goals and provide ongoing coaching and feedback to team members
  • Monitor and analyze key performance metrics to identify areas for improvement and optimize team productivity
  • Ensure adherence to call center policies and procedures while promoting best practices
  • Address escalated customer concerns and deliver effective solutions to maintain satisfaction
  • Collaborate with the training department to design and implement comprehensive training programs for new and existing staff
  • Drive sales growth and improve customer retention by equipping representatives with the necessary tools and knowledge
  • Conduct regular performance evaluations and develop individualized growth plans for team members
  • Prepare and present detailed reports on call center performance to senior management
  • Work cross-functionally with departments such as marketing, operations, and IT to ensure seamless coordination of call center activities
What we offer
What we offer
  • medical
  • vision
  • dental
  • life and disability insurance
  • company 401(k) plan
Read More
Arrow Right

Call Center Senior Representative

The Customer Service Representative will support customers within an inbound con...
Location
Location
United States , Chicago
Salary
Salary:
30990.00 - 52750.00 USD / Year
nttdata.com Logo
NTT DATA
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Three to five years of customer service experience, preferably in a call center or contact center environment
  • One+ years of experience servicing customers in a high-volume, client-facing role
  • Fluency in English (written and verbal) along with fluency in Spanish(written and verbal)
  • Strong verbal and written communication skills, including the ability to work effectively with customers who may be upset or in challenging situations
  • Proven ability to conduct detailed account reviews and apply critical thinking to resolve complex issues
  • Ability to consistently maintain a professional, courteous, and friendly demeanor
  • Willingness to work in a performance-driven, client-facing environment
  • Commitment to meeting established performance standards, including attendance, schedule adherence, productivity, compliance, and quality of service
Job Responsibility
Job Responsibility
  • Respond to and assist customers via phone, email, inbound ACD systems, and when applicable, in person
  • Service customer inquiries related to tax filings, licensing, debt, and administrative hearings
  • Process payments and establish payment arrangements in accordance with applicable policies and procedures
  • Educate customers on account details, departmental processes, and relevant city policies, procedures, and protocols
  • Research and analyze customer inquiries, identify appropriate resolutions, and take necessary action to resolve issues accurately and efficiently
  • Promote positive customer relationships while supporting revenue collection efforts
  • Maintain high standards of ethics, quality, accuracy, and service professionalism in all customer interactions
What we offer
What we offer
  • 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
  • Fulltime
Read More
Arrow Right

Manager, Call Center

We are seeking a dynamic Operations Manager to lead and optimize our LiveCall Co...
Location
Location
United States , Peachtree Corners
Salary
Salary:
Not provided
resmed.com Logo
ResMed
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor’s degree in Business, Operations Management, or related field (Master’s preferred)
  • 5+ years of leadership experience in a contact center environment, including 2+ years in operations management
  • Proven success managing large-scale or multi-site contact center operations
  • Strong analytical, leadership, and communication skills
  • Expertise in contact center technologies and performance management tools
Job Responsibility
Job Responsibility
  • Directly manage multiple Call Center Managers, fostering growth through one-on-ones, coaching, and mentorship
  • Build a culture of accountability, collaboration, and high performance
  • Oversee all contact center KPIs, including telephony metrics (service level, AHT, abandonment) and client performance metrics (quality scores, compliance, ordering accuracy, revenue)
  • Analyze trends and implement strategies to exceed performance targets
  • Partner with Workforce Management and Quality teams to optimize staffing and quality programs
  • Translate organizational goals into actionable plans for managers and frontline teams
  • Lead initiatives to enhance customer experience and client satisfaction
  • Ensure compliance with regulatory requirements and client contractual obligations
  • Deliver clear, actionable performance reports to senior leadership
  • Represent the contact center in cross-functional meetings and client discussions
What we offer
What we offer
  • comprehensive medical, vision, dental, and life, AD&D, short-term and long-term disability insurance, sleep care management, Health Savings Account (HSA), Flexible Spending Account (FSA), commuter benefits, 401(k), Employee Stock Purchase Plan (ESPP), Employee Assistance Program (EAP), and tuition assistance
  • three weeks Paid Time Off (PTO) in their first year of employment
  • 11 paid holidays plus 3 floating days
  • eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave
  • Fulltime
Read More
Arrow Right

Call Center Senior Representative

We are currently seeking a Call Center Senior Representative to join our team in...
Location
Location
United States , Chicago
Salary
Salary:
Not provided
nttdata.com Logo
NTT DATA
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Minimum of 3 + years of experience in a contact center and/or customer service environment, including experience with performance metrics related to Availability, Call Handling, and Quality Assurance
  • High school diploma or GED required
Job Responsibility
Job Responsibility
  • Serve as the primary point of contact for customers seeking assistance via inbound telephone calls or email correspondence
  • Respond to customer inquiries through an Automatic Call Distribution (ACD) system and an email routing platform in a timely, professional, and efficient manner
  • Educate and assist customers with account and billing-related questions, concerns, and service requests
  • 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 consistently 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 and business guidelines
  • 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
What we offer
What we offer
  • medical insurance
  • dental insurance
  • vision insurance
  • 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
  • Fulltime
Read More
Arrow Right

Call Center Senior Representative

The Call Center Senior Representative role requires a minimum of 3 years of expe...
Location
Location
United States , Chicago
Salary
Salary:
27502.00 - 41611.00 USD / Year
nttdata.com Logo
NTT DATA
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Minimum of 3 years of experience in a contact center and/or customer service environment
  • Demonstrated familiarity with performance metrics related to Availability, Call Handling, and Quality Assurance
  • High school diploma or GED required
  • Fluency in English and Spanish (written and verbal)
Job Responsibility
Job Responsibility
  • Serve as the primary point of contact for customers seeking assistance via inbound telephone calls or email correspondence
  • Respond to customer inquiries through an Automatic Call Distribution (ACD) system and an email routing platform in a timely, professional, and efficient manner
  • Educate and assist customers with account and billing-related questions, concerns, and service requests
  • 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 consistently 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 and business guidelines
  • 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
What we offer
What we offer
  • 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
  • Fulltime
Read More
Arrow Right
New

Call Center Agent

We are seeking a dependable and customer-focused Call Center Agent to join a fas...
Location
Location
United States , Carol Stream
Salary
Salary:
19.80 USD / Hour
mmcgrp.com Logo
MMC Group LP
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Minimum of 1 year of call center or customer service experience required
  • High School Diploma or GED required
  • Strong verbal communication skills with a clear and professional tone
  • Demonstrated reliability with consistent attendance and punctuality
  • Proficiency with computers, including navigating multiple systems and typing efficiently
  • Strong interpersonal and problem-solving skills
  • Ability to follow established procedures, scripts, and guidelines
  • Positive attitude with a professional, customer-focused demeanor
Job Responsibility
Job Responsibility
  • Respond to inbound customer inquiries using standard scripts and procedures
  • Navigate multiple computer systems to research and resolve customer concerns
  • Gather relevant information to accurately assess and address customer needs
  • Provide clear and timely resolution options while maintaining a customer-first approach
  • Escalate non-routine or complex issues to senior representatives as needed
  • Maintain accurate documentation of customer interactions
  • Participate in team meetings and contribute ideas to improve processes and service delivery
  • Support onboarding and training of new team members when applicable
  • Perform additional duties as assigned
What we offer
What we offer
  • Medical, dental, and vision coverage
  • Life and disability insurance
  • Additional voluntary benefits
  • Fulltime
Read More
Arrow Right