Business Contact Center Representative

SUMMARY: The Business Contact Center Representative is responsible for working within our Utility Billing and Customer Service Center.  

DUTIES AND RESPONSIBILITIES: 

• Responds to and services customer calls via an inbound ACD system or emails via an email routing client; 
• Business Licenses, Business Taxes, and Administrative Hearings
  • Renewal, New Sign-Up, Payments, and Public Way Applications
• Representatives will be trained on four (4) applications used regularly.  
  • On-the-job training provided by NTT Data.
• Educates and informs customers on account-related billing questions, concerns, and requests as well as City Policies, Procedures, and Protocols; 
• Researches and analyzes inquiries and concerns and take the appropriate action in resolving their billing and water situation; 
• Promotes positive customer relations and champions revenue collections while maintaining the highest standards of ethics, quality, and service professionalism.  
• Ability to work under time constraints at a continuous steady pace while paying close attention to detail in order to
  answer calls within a required time period as indicated in the Service Level Agreements.  
• Delivers high-level performance in key areas including Attendance, Adherence to Schedule, Productivity, and Quality of Service.   

SUPERVISORY RESPONSIBILITIES: 

• This job has no supervisory responsibilities. 

 REQUIREMENTS:  

• High School Diploma or equivalent, required;
• Associates Degree preferred; 
• Minimum of two (2) years experience in a similar customer-facing environment with similar functions;  
• Familiarity with scheduling, performance metrics, and KPI goal setting; 
• Excellent verbal communication demonstrating a clear and polished tone, speaking ability, and service skills;  
• Excellent written communication skills including proficiency in typing business correspondence; 
• Computer literate with PC knowledge and the ability to navigate through multiple applications effortlessly;  
• Effective keyboarding and computer skills with the ability to type at least 50 wpm minimum.   

Additional requirements:

• Must be fully vaccinated 
• Must be able to pass a criminal background check
• Must be able to wear appropriate professional dress to work each day
• Must be prompt and reliable
• Must possess integrity and honesty
• Must possess a high degree of patience and empathy for others
• Must be flexible
• Must be Authorized to work in the US for any employer
• Must live in the Chicagoland area

The William Everett Group offers very generous benefits package to our Professionals:

• Eligible for Sign-on Bonus
• Employer Contributed Medical Plans
• Dental and Vision Insurance Options
• Employer Sponsored Life Insurance
• Paid Company Holidays
• Training and Professional Development
• Wellness Initiative Programs
• Employee Assistance Network

Job Type: Full-time