Call Center Senior Representative _ On-Site _ (bi-lingual Spanish)

Req ID: 368293

NTT DATA 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 Call Center Senior Representative _ On-Site _ (bi-lingual Spanish) to join our team in Chicago, Illinois (US-IL), United States (US).

Position Overview

The Customer Service Representative will support customers within an inbound contact center environment. This role involves assisting customers via phone, email, and in-person interactions related to tax, licensing, debt, and administrative hearing matters. The position requires professionalism, attention to detail, and the ability to handle complex and sensitive customer inquiries.

New hires will complete approximately 120 hours of instructor-led training and job-related shadowing, tailored to the assigned business project.

Primary Responsibilities

• 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.
  
  

Required Qualifications And Skills

• 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.
• Language Requirement: 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.
  
  

Work Expectations

• The official project work location is 2 N. LaSalle St., downtown Chicago.
• 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.
  
  

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this role is $30,990-$52,750. Actual compensation will depend on a number of factors, including the candidate’s relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance. This position is eligible for company benefits including 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, and 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 are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.

NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.