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Client Relations Manager
60684 Chicago, Illinois
Cengage Group
Posted 1 day ago
Job Viewed
Job Description
**We believe in the power and joy of learning**
At Cengage Group, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose - driving innovation that helps millions of learners improve their lives and achieve their dreams through education.
**Our culture values diversity, engagement, and discovery**
Our business is driven by our strong culture, and we know that creating an inclusive and diverse workplace is critical to the success of our company and our learners, as well as our individual well-being. We recognize the value of different perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work. We achieve these priorities through inclusive programs, benefits, and initiatives that are integrated into the fabric of how we work every day. To learn more, please see Client Operations Manager will:**
This role will work to manage and deliver talent pipeline services to new and existing corporate clients. The Client Operations Manager is responsible for guiding new corporate clients through post-contract onboarding processes and managing client succes and service delivery from end to end through the entire contract lifecycle. Success in this position will be defined by our ability to deliver exceptional talent pipeline and upskilling services to our corporate clients, help grow the client relationship, and demonstrate the performance vital for the sales team to expand our business. In addition, they will analyze and improve organizational processes, and work to improve quality, productivity and efficiency.
The Client Operations Manager will be responsible for managing several corporate clients and the talent pipeline and upskilling service(s) delivered to include the following:
+ Responsible for all phases of the talent pipeline lifecycle - helping clients with processes throughout onboarding, assisting with the design and process development for each client, proactively contacting clients at strategic intervals through the contract lifecycle, assisting with technical support needs, providing regular reporting, and holding quarterly progress sessions for assigned clients.
+ Develop and implement operational policies and procedures related to candidate application, enrollment, and persistence through our train-to-hire programs in preparation for placement with our corporate clients. Be responsible for applicant outreach, communications, and success through the recruitment funnel.
+ Develop and implement operational policies and procedures related to enrollment, persistence and certification for upskilling trainees identified by our corporate clients. Be responsible for upskilling trainee support, communications, reporting, and success.
+ Analyze operational processes and performance data to find opportunities for improvement.
+ Lead and direct operations team to achieve business targets; including student/candidate tracking and client reporting data and metrics.
+ Vet and prepare trainees for referral to clients to be interviewed and hired for on-site training.
+ Work cross functionally with both internal departments and external clients to achieve goals.
+ Identify and implement strategies to improve quality of service, productivity and profitability for both recruited candidates and upskilling students enrolled by clients.
+ Liaise and cross-collaborate with internal team members to ensure forecasting is fulfilled appropriately.
+ Ensure all operations are carried on in an appropriate and cost-effective way; respond to clients and students in a timely manner.
+ Support in forecasting requirements, communicating with clients directly, and addressing operational needs; establish standard methodologies for an energetic team with scalable processes to drive client success and growth.
+ Be responsible for related procurement processes and coordinate material and resources allocation.
+ Identify and address problems and opportunities for the business.
+ Provide data and support to management as needed.
**Skills You'll Need Here:**
**Basic:**
+ BA/BS or equivalent work experience and a validated, successful track record in a detail oriented position.
+ Minimum of four years of successful operations, talent acquisition, client services or related detail-oriented and customer-focused work.
+ Values and appreciates diversity of thought; able to work with diverse audiences both internally and externally.
+ Highly flexible and adaptable to change.
+ High energy and good communication skills both written and verbal.
+ Ability to interact professionally with Vice Presidents and Director level staff within clients.
+ Have a customer focused mentality; both in work with candidates, trainees and clients.
+ Comfortable using technology in performing routine job tasks and for product demonstration purposes.
+ Outstanding organizational and time management skills.
+ Proficiency in PC and Microsoft Office applications. Great if experienced with Salesforce.
+ Ability to monitor and evaluate operational data.
**Preferred:**
+ Professional business-to-business/customer success experience (3 years strongly desired)
+ Experience working with adult learners and non-traditional students.
+ Proficiency in being a great partner within and outside one's own department.
+ Understanding of client relations/partnership management and how to efficiently work with external partnerships.
+ Driven to succeed and yearning to make impact; customer success obsession mentality.
Cengage Group is committed to working with broad talent pools to attract and hire strong and most qualified individuals. Our job applicants are considered regardless of race, national origin, religion, sex, sexual orientation, genetic information, disability, age, veteran status, and any other classification protected by applicable federal, state, provincial or local laws.
Cengage is also committed to providing reasonable accommodations for qualified individuals with disabilities including during our job application process. If you are an applicant with a disability and require reasonable accommodation in our job application process, please contact us at or at .
**About Cengage Group**
Cengage Group, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms. We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.
**Compensation**
At Cengage Group, we take great pride in our commitment to providing a comprehensive and rewarding Total Rewards package designed to support and empower our employees. Click here ( to learn more about our _Total Rewards Philosophy_ .
The full base pay range has been provided for this position. Individual base pay will vary based on work schedule, qualifications, experience, internal equity, and geographic location. Sales roles often incorporate a significant incentive compensation program beyond this base pay range.
$58,300.00 - $75,750.00 USD
**Cengage Group** , a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms.
We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.
**_Warning: Be aware, there has been an increase of targeted recruitment_** **_scams perpetrated by bad actors falsely providing job offers on behalf Cengage Group to candidates as a means of obtaining personal information. Note that Cengage will always interview candidates via live in-person meetings, phone calls and video calls before an offer would be extended. Also, be sure to check that communication is coming from an @cengage.com email address._**
At Cengage Group, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose - driving innovation that helps millions of learners improve their lives and achieve their dreams through education.
**Our culture values diversity, engagement, and discovery**
Our business is driven by our strong culture, and we know that creating an inclusive and diverse workplace is critical to the success of our company and our learners, as well as our individual well-being. We recognize the value of different perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work. We achieve these priorities through inclusive programs, benefits, and initiatives that are integrated into the fabric of how we work every day. To learn more, please see Client Operations Manager will:**
This role will work to manage and deliver talent pipeline services to new and existing corporate clients. The Client Operations Manager is responsible for guiding new corporate clients through post-contract onboarding processes and managing client succes and service delivery from end to end through the entire contract lifecycle. Success in this position will be defined by our ability to deliver exceptional talent pipeline and upskilling services to our corporate clients, help grow the client relationship, and demonstrate the performance vital for the sales team to expand our business. In addition, they will analyze and improve organizational processes, and work to improve quality, productivity and efficiency.
The Client Operations Manager will be responsible for managing several corporate clients and the talent pipeline and upskilling service(s) delivered to include the following:
+ Responsible for all phases of the talent pipeline lifecycle - helping clients with processes throughout onboarding, assisting with the design and process development for each client, proactively contacting clients at strategic intervals through the contract lifecycle, assisting with technical support needs, providing regular reporting, and holding quarterly progress sessions for assigned clients.
+ Develop and implement operational policies and procedures related to candidate application, enrollment, and persistence through our train-to-hire programs in preparation for placement with our corporate clients. Be responsible for applicant outreach, communications, and success through the recruitment funnel.
+ Develop and implement operational policies and procedures related to enrollment, persistence and certification for upskilling trainees identified by our corporate clients. Be responsible for upskilling trainee support, communications, reporting, and success.
+ Analyze operational processes and performance data to find opportunities for improvement.
+ Lead and direct operations team to achieve business targets; including student/candidate tracking and client reporting data and metrics.
+ Vet and prepare trainees for referral to clients to be interviewed and hired for on-site training.
+ Work cross functionally with both internal departments and external clients to achieve goals.
+ Identify and implement strategies to improve quality of service, productivity and profitability for both recruited candidates and upskilling students enrolled by clients.
+ Liaise and cross-collaborate with internal team members to ensure forecasting is fulfilled appropriately.
+ Ensure all operations are carried on in an appropriate and cost-effective way; respond to clients and students in a timely manner.
+ Support in forecasting requirements, communicating with clients directly, and addressing operational needs; establish standard methodologies for an energetic team with scalable processes to drive client success and growth.
+ Be responsible for related procurement processes and coordinate material and resources allocation.
+ Identify and address problems and opportunities for the business.
+ Provide data and support to management as needed.
**Skills You'll Need Here:**
**Basic:**
+ BA/BS or equivalent work experience and a validated, successful track record in a detail oriented position.
+ Minimum of four years of successful operations, talent acquisition, client services or related detail-oriented and customer-focused work.
+ Values and appreciates diversity of thought; able to work with diverse audiences both internally and externally.
+ Highly flexible and adaptable to change.
+ High energy and good communication skills both written and verbal.
+ Ability to interact professionally with Vice Presidents and Director level staff within clients.
+ Have a customer focused mentality; both in work with candidates, trainees and clients.
+ Comfortable using technology in performing routine job tasks and for product demonstration purposes.
+ Outstanding organizational and time management skills.
+ Proficiency in PC and Microsoft Office applications. Great if experienced with Salesforce.
+ Ability to monitor and evaluate operational data.
**Preferred:**
+ Professional business-to-business/customer success experience (3 years strongly desired)
+ Experience working with adult learners and non-traditional students.
+ Proficiency in being a great partner within and outside one's own department.
+ Understanding of client relations/partnership management and how to efficiently work with external partnerships.
+ Driven to succeed and yearning to make impact; customer success obsession mentality.
Cengage Group is committed to working with broad talent pools to attract and hire strong and most qualified individuals. Our job applicants are considered regardless of race, national origin, religion, sex, sexual orientation, genetic information, disability, age, veteran status, and any other classification protected by applicable federal, state, provincial or local laws.
Cengage is also committed to providing reasonable accommodations for qualified individuals with disabilities including during our job application process. If you are an applicant with a disability and require reasonable accommodation in our job application process, please contact us at or at .
**About Cengage Group**
Cengage Group, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms. We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.
**Compensation**
At Cengage Group, we take great pride in our commitment to providing a comprehensive and rewarding Total Rewards package designed to support and empower our employees. Click here ( to learn more about our _Total Rewards Philosophy_ .
The full base pay range has been provided for this position. Individual base pay will vary based on work schedule, qualifications, experience, internal equity, and geographic location. Sales roles often incorporate a significant incentive compensation program beyond this base pay range.
$58,300.00 - $75,750.00 USD
**Cengage Group** , a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms.
We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.
**_Warning: Be aware, there has been an increase of targeted recruitment_** **_scams perpetrated by bad actors falsely providing job offers on behalf Cengage Group to candidates as a means of obtaining personal information. Note that Cengage will always interview candidates via live in-person meetings, phone calls and video calls before an offer would be extended. Also, be sure to check that communication is coming from an @cengage.com email address._**
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0
Client Relations Manager
60684 Chicago, Illinois
Cengage Group
Posted 1 day ago
Job Viewed
Job Description
**We believe in the power and joy of learning**
At Cengage Group, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose - driving innovation that helps millions of learners improve their lives and achieve their dreams through education.
**Our culture values diversity, engagement, and discovery**
Our business is driven by our strong culture, and we know that creating an inclusive and diverse workplace is critical to the success of our company and our learners, as well as our individual well-being. We recognize the value of different perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work. We achieve these priorities through inclusive programs, benefits, and initiatives that are integrated into the fabric of how we work every day. To learn more, please see Client Operations Manager will:**
This role will work to manage and deliver talent pipeline services to new and existing corporate clients. The Client Operations Manager is responsible for guiding new corporate clients through post-contract onboarding processes and managing client succes and service delivery from end to end through the entire contract lifecycle. Success in this position will be defined by our ability to deliver exceptional talent pipeline and upskilling services to our corporate clients, help grow the client relationship, and demonstrate the performance vital for the sales team to expand our business. In addition, they will analyze and improve organizational processes, and work to improve quality, productivity and efficiency.
The Client Operations Manager will be responsible for managing several corporate clients and the talent pipeline and upskilling service(s) delivered to include the following:
+ Responsible for all phases of the talent pipeline lifecycle - helping clients with processes throughout onboarding, assisting with the design and process development for each client, proactively contacting clients at strategic intervals through the contract lifecycle, assisting with technical support needs, providing regular reporting, and holding quarterly progress sessions for assigned clients.
+ Develop and implement operational policies and procedures related to candidate application, enrollment, and persistence through our train-to-hire programs in preparation for placement with our corporate clients. Be responsible for applicant outreach, communications, and success through the recruitment funnel.
+ Develop and implement operational policies and procedures related to enrollment, persistence and certification for upskilling trainees identified by our corporate clients. Be responsible for upskilling trainee support, communications, reporting, and success.
+ Analyze operational processes and performance data to find opportunities for improvement.
+ Lead and direct operations team to achieve business targets; including student/candidate tracking and client reporting data and metrics.
+ Vet and prepare trainees for referral to clients to be interviewed and hired for on-site training.
+ Work cross functionally with both internal departments and external clients to achieve goals.
+ Identify and implement strategies to improve quality of service, productivity and profitability for both recruited candidates and upskilling students enrolled by clients.
+ Liaise and cross-collaborate with internal team members to ensure forecasting is fulfilled appropriately.
+ Ensure all operations are carried on in an appropriate and cost-effective way; respond to clients and students in a timely manner.
+ Support in forecasting requirements, communicating with clients directly, and addressing operational needs; establish standard methodologies for an energetic team with scalable processes to drive client success and growth.
+ Be responsible for related procurement processes and coordinate material and resources allocation.
+ Identify and address problems and opportunities for the business.
+ Provide data and support to management as needed.
**Skills You'll Need Here:**
**Basic:**
+ BA/BS or equivalent work experience and a validated, successful track record in a detail oriented position.
+ Minimum of four years of successful operations, talent acquisition, client services or related detail-oriented and customer-focused work.
+ Values and appreciates diversity of thought; able to work with diverse audiences both internally and externally.
+ Highly flexible and adaptable to change.
+ High energy and good communication skills both written and verbal.
+ Ability to interact professionally with Vice Presidents and Director level staff within clients.
+ Have a customer focused mentality; both in work with candidates, trainees and clients.
+ Comfortable using technology in performing routine job tasks and for product demonstration purposes.
+ Outstanding organizational and time management skills.
+ Proficiency in PC and Microsoft Office applications. Great if experienced with Salesforce.
+ Ability to monitor and evaluate operational data.
**Preferred:**
+ Professional business-to-business/customer success experience (3 years strongly desired)
+ Experience working with adult learners and non-traditional students.
+ Proficiency in being a great partner within and outside one's own department.
+ Understanding of client relations/partnership management and how to efficiently work with external partnerships.
+ Driven to succeed and yearning to make impact; customer success obsession mentality.
Cengage Group is committed to working with broad talent pools to attract and hire strong and most qualified individuals. Our job applicants are considered regardless of race, national origin, religion, sex, sexual orientation, genetic information, disability, age, veteran status, and any other classification protected by applicable federal, state, provincial or local laws.
Cengage is also committed to providing reasonable accommodations for qualified individuals with disabilities including during our job application process. If you are an applicant with a disability and require reasonable accommodation in our job application process, please contact us at or at .
**About Cengage Group**
Cengage Group, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms. We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.
**Compensation**
At Cengage Group, we take great pride in our commitment to providing a comprehensive and rewarding Total Rewards package designed to support and empower our employees. Click here ( to learn more about our _Total Rewards Philosophy_ .
The full base pay range has been provided for this position. Individual base pay will vary based on work schedule, qualifications, experience, internal equity, and geographic location. Sales roles often incorporate a significant incentive compensation program beyond this base pay range.
$58,300.00 - $75,750.00 USD
**Cengage Group** , a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms.
We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.
**_Warning: Be aware, there has been an increase of targeted recruitment_** **_scams perpetrated by bad actors falsely providing job offers on behalf Cengage Group to candidates as a means of obtaining personal information. Note that Cengage will always interview candidates via live in-person meetings, phone calls and video calls before an offer would be extended. Also, be sure to check that communication is coming from an @cengage.com email address._**
At Cengage Group, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose - driving innovation that helps millions of learners improve their lives and achieve their dreams through education.
**Our culture values diversity, engagement, and discovery**
Our business is driven by our strong culture, and we know that creating an inclusive and diverse workplace is critical to the success of our company and our learners, as well as our individual well-being. We recognize the value of different perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work. We achieve these priorities through inclusive programs, benefits, and initiatives that are integrated into the fabric of how we work every day. To learn more, please see Client Operations Manager will:**
This role will work to manage and deliver talent pipeline services to new and existing corporate clients. The Client Operations Manager is responsible for guiding new corporate clients through post-contract onboarding processes and managing client succes and service delivery from end to end through the entire contract lifecycle. Success in this position will be defined by our ability to deliver exceptional talent pipeline and upskilling services to our corporate clients, help grow the client relationship, and demonstrate the performance vital for the sales team to expand our business. In addition, they will analyze and improve organizational processes, and work to improve quality, productivity and efficiency.
The Client Operations Manager will be responsible for managing several corporate clients and the talent pipeline and upskilling service(s) delivered to include the following:
+ Responsible for all phases of the talent pipeline lifecycle - helping clients with processes throughout onboarding, assisting with the design and process development for each client, proactively contacting clients at strategic intervals through the contract lifecycle, assisting with technical support needs, providing regular reporting, and holding quarterly progress sessions for assigned clients.
+ Develop and implement operational policies and procedures related to candidate application, enrollment, and persistence through our train-to-hire programs in preparation for placement with our corporate clients. Be responsible for applicant outreach, communications, and success through the recruitment funnel.
+ Develop and implement operational policies and procedures related to enrollment, persistence and certification for upskilling trainees identified by our corporate clients. Be responsible for upskilling trainee support, communications, reporting, and success.
+ Analyze operational processes and performance data to find opportunities for improvement.
+ Lead and direct operations team to achieve business targets; including student/candidate tracking and client reporting data and metrics.
+ Vet and prepare trainees for referral to clients to be interviewed and hired for on-site training.
+ Work cross functionally with both internal departments and external clients to achieve goals.
+ Identify and implement strategies to improve quality of service, productivity and profitability for both recruited candidates and upskilling students enrolled by clients.
+ Liaise and cross-collaborate with internal team members to ensure forecasting is fulfilled appropriately.
+ Ensure all operations are carried on in an appropriate and cost-effective way; respond to clients and students in a timely manner.
+ Support in forecasting requirements, communicating with clients directly, and addressing operational needs; establish standard methodologies for an energetic team with scalable processes to drive client success and growth.
+ Be responsible for related procurement processes and coordinate material and resources allocation.
+ Identify and address problems and opportunities for the business.
+ Provide data and support to management as needed.
**Skills You'll Need Here:**
**Basic:**
+ BA/BS or equivalent work experience and a validated, successful track record in a detail oriented position.
+ Minimum of four years of successful operations, talent acquisition, client services or related detail-oriented and customer-focused work.
+ Values and appreciates diversity of thought; able to work with diverse audiences both internally and externally.
+ Highly flexible and adaptable to change.
+ High energy and good communication skills both written and verbal.
+ Ability to interact professionally with Vice Presidents and Director level staff within clients.
+ Have a customer focused mentality; both in work with candidates, trainees and clients.
+ Comfortable using technology in performing routine job tasks and for product demonstration purposes.
+ Outstanding organizational and time management skills.
+ Proficiency in PC and Microsoft Office applications. Great if experienced with Salesforce.
+ Ability to monitor and evaluate operational data.
**Preferred:**
+ Professional business-to-business/customer success experience (3 years strongly desired)
+ Experience working with adult learners and non-traditional students.
+ Proficiency in being a great partner within and outside one's own department.
+ Understanding of client relations/partnership management and how to efficiently work with external partnerships.
+ Driven to succeed and yearning to make impact; customer success obsession mentality.
Cengage Group is committed to working with broad talent pools to attract and hire strong and most qualified individuals. Our job applicants are considered regardless of race, national origin, religion, sex, sexual orientation, genetic information, disability, age, veteran status, and any other classification protected by applicable federal, state, provincial or local laws.
Cengage is also committed to providing reasonable accommodations for qualified individuals with disabilities including during our job application process. If you are an applicant with a disability and require reasonable accommodation in our job application process, please contact us at or at .
**About Cengage Group**
Cengage Group, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms. We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.
**Compensation**
At Cengage Group, we take great pride in our commitment to providing a comprehensive and rewarding Total Rewards package designed to support and empower our employees. Click here ( to learn more about our _Total Rewards Philosophy_ .
The full base pay range has been provided for this position. Individual base pay will vary based on work schedule, qualifications, experience, internal equity, and geographic location. Sales roles often incorporate a significant incentive compensation program beyond this base pay range.
$58,300.00 - $75,750.00 USD
**Cengage Group** , a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms.
We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.
**_Warning: Be aware, there has been an increase of targeted recruitment_** **_scams perpetrated by bad actors falsely providing job offers on behalf Cengage Group to candidates as a means of obtaining personal information. Note that Cengage will always interview candidates via live in-person meetings, phone calls and video calls before an offer would be extended. Also, be sure to check that communication is coming from an @cengage.com email address._**
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View Now
1
IT Help Desk Lead
60684 Chicago, Illinois
Sargent & Lundy
Posted 1 day ago
Job Viewed
Job Description
Description
Sargent & Lundy is a leading consulting engineering firm specializing in the power and energy sectors. Since 1891, we have provided comprehensive engineering, design, and consulting services for both traditional and renewable power generation, grid modernization, nuclear power, and more. Our mission is to help clients achieve their energy goals effectively by adopting advanced technologies and sustainable practices. We are looking for a motivated Data Engineer to join our growing data-driven team to enhance our data infrastructure and support analytics initiatives.
Role Overview
The IT Help Desk Lead is responsible for overseeing daily operations of the IT Help Desk team to ensure timely and effective resolution of technical issues and service requests. This role combines hands-on technical support with leadership responsibilities, including team management, process improvement, and coordination with other IT functions to deliver high-quality end-user support.
Key Responsibilities
Team Leadership & Operations
+ Supervise a team of Help Desk Technicians, providing guidance, mentoring, and performance feedback.
+ Schedule and manage help desk coverage to ensure adequate support during business hours and on-call rotations.
+ Monitor ticket queues, assign priorities, and ensure timely resolution according to SLA targets.
+ Conduct regular team meetings to review performance metrics, open issues, and improvement areas.
+ Perform quarterly performance check-ins and end of year evaluations for agents
Technical Support
+ Provide advanced troubleshooting and escalation support for complex incidents or requests.
+ Ensure accurate documentation of issues, resolutions, and knowledge base updates.
+ Collaborate with infrastructure, applications, and security teams for escalations and cross-functional issue resolution.
+ Maintain asset and user account management standards in alignment with IT policies.
+ Manage Help Desk phone system, track agent performance, join/shadows calls for advanced support.
Process & Continuous Improvement
+ Identify recurring issues and propose solutions or process improvements.
+ Develop and maintain help desk procedures, documentation, and standard operating processes (SOPs).
+ Assist in developing and implementing IT service management (ITSM) best practices.
+ Analyze metrics (ticket volume, response times, customer satisfaction) to report performance and trends.
Customer Service & Communication
+ Ensure a high level of customer satisfaction by fostering a customer-first culture.
+ Communicate effectively with users at all levels to provide updates and manage expectations.
+ Develop internal communications and training materials to improve user self-service.
This position offers the flexibility of a hybrid schedule with the expectation of 3 days per week in our downtown Chicago office, and 2 days remote from home .
Qualifications
Qualifications & Experience
+ Bachelor's degree in information technology, Computer Science, or related field (or equivalent experience).
+ 5+ years of experience in IT support, with 2 years in a team lead or supervisory role (preferred).
+ Experience in supporting Windows, macOS, Office 365, Active Directory, and enterprise ticketing systems (e.g., ServiceNow, Ivanti Cherwell, Freshworks etc.).
Key Competencies
+ Strong leadership and people management skills.
+ Excellent problem-solving, communication, and interpersonal skills.
+ Strong understanding of ITIL principles and ITSM processes.
+ Ability to prioritize and manage multiple tasks in a fast-paced environment.
+ Customer-focused mindset with a commitment to service excellence.
Preferred Certifications
+ ITIL v4 Foundation Certification.
+ CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate.
We do not sponsor employees for work authorization in the U.S. for this position.
Award-Winning Benefits
At Sargent & Lundy, we care about the health and well-being of our employees. Our commitment extends beyond the workplace, offering comprehensive healthcare plans and generous paid time off to support our team members in every aspect of their lives. We understand the importance of work-life balance, which is why we are proud to provide competitive, award-winning benefits. Our dedication to employee satisfaction has earned us the prestigious Top Workplaces Culture Excellence Award for compensation and benefits in 2022, 2023, and 2024.
Health & Wellness Financial Benefits Work-Life Balance
+ Health Plans: Medical, Dental, Vision
+ Life & Accident Insurance
+ Disability Coverage
+ Employee Assistance Program (EAP)
+ Back-Up Daycare
+ FSA & HSA
+ 401(k)
+ Pre-Tax Commuter Account
+ Merit Scholarship Program
+ Employee Discount Program
+ Corporate Charitable Giving Program
+ Tuition Assistance
+ First Professional Licensure Bonus
+ Employee Referral Bonus
+ Paid Annual Personal/Sick Time (PST)
+ Paid Vacation
+ Paid Holidays
+ Paid Parental Leave
+ Paid Bereavement Leave
+ Flexible Work Arrangements
Compensation Range
$70,510.00 - $103,820.00
Transparency Statement
Sargent & Lundy discloses compensation ranges that comply with all local and state regulations. The total compensation package for eligible positions will include a base salary or an hourly rate and a comprehensive benefits package, reflecting our commitment to rewarding performance and supporting the overall well-being of our employees. Individuals may also be eligible to participate in our yearly discretionary bonus.
Awards & Recognition
Equal Opportunity
Sargent & Lundy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any protected status as defined by applicable law.
CityChicago
StateIL
CountryUnited States
Area of InterestInformation Technology
TypeFull Time - Regular
Job ID
Business GroupCEO Group
DepartmentComputer Technology
Sargent & Lundy is a leading consulting engineering firm specializing in the power and energy sectors. Since 1891, we have provided comprehensive engineering, design, and consulting services for both traditional and renewable power generation, grid modernization, nuclear power, and more. Our mission is to help clients achieve their energy goals effectively by adopting advanced technologies and sustainable practices. We are looking for a motivated Data Engineer to join our growing data-driven team to enhance our data infrastructure and support analytics initiatives.
Role Overview
The IT Help Desk Lead is responsible for overseeing daily operations of the IT Help Desk team to ensure timely and effective resolution of technical issues and service requests. This role combines hands-on technical support with leadership responsibilities, including team management, process improvement, and coordination with other IT functions to deliver high-quality end-user support.
Key Responsibilities
Team Leadership & Operations
+ Supervise a team of Help Desk Technicians, providing guidance, mentoring, and performance feedback.
+ Schedule and manage help desk coverage to ensure adequate support during business hours and on-call rotations.
+ Monitor ticket queues, assign priorities, and ensure timely resolution according to SLA targets.
+ Conduct regular team meetings to review performance metrics, open issues, and improvement areas.
+ Perform quarterly performance check-ins and end of year evaluations for agents
Technical Support
+ Provide advanced troubleshooting and escalation support for complex incidents or requests.
+ Ensure accurate documentation of issues, resolutions, and knowledge base updates.
+ Collaborate with infrastructure, applications, and security teams for escalations and cross-functional issue resolution.
+ Maintain asset and user account management standards in alignment with IT policies.
+ Manage Help Desk phone system, track agent performance, join/shadows calls for advanced support.
Process & Continuous Improvement
+ Identify recurring issues and propose solutions or process improvements.
+ Develop and maintain help desk procedures, documentation, and standard operating processes (SOPs).
+ Assist in developing and implementing IT service management (ITSM) best practices.
+ Analyze metrics (ticket volume, response times, customer satisfaction) to report performance and trends.
Customer Service & Communication
+ Ensure a high level of customer satisfaction by fostering a customer-first culture.
+ Communicate effectively with users at all levels to provide updates and manage expectations.
+ Develop internal communications and training materials to improve user self-service.
This position offers the flexibility of a hybrid schedule with the expectation of 3 days per week in our downtown Chicago office, and 2 days remote from home .
Qualifications
Qualifications & Experience
+ Bachelor's degree in information technology, Computer Science, or related field (or equivalent experience).
+ 5+ years of experience in IT support, with 2 years in a team lead or supervisory role (preferred).
+ Experience in supporting Windows, macOS, Office 365, Active Directory, and enterprise ticketing systems (e.g., ServiceNow, Ivanti Cherwell, Freshworks etc.).
Key Competencies
+ Strong leadership and people management skills.
+ Excellent problem-solving, communication, and interpersonal skills.
+ Strong understanding of ITIL principles and ITSM processes.
+ Ability to prioritize and manage multiple tasks in a fast-paced environment.
+ Customer-focused mindset with a commitment to service excellence.
Preferred Certifications
+ ITIL v4 Foundation Certification.
+ CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate.
We do not sponsor employees for work authorization in the U.S. for this position.
Award-Winning Benefits
At Sargent & Lundy, we care about the health and well-being of our employees. Our commitment extends beyond the workplace, offering comprehensive healthcare plans and generous paid time off to support our team members in every aspect of their lives. We understand the importance of work-life balance, which is why we are proud to provide competitive, award-winning benefits. Our dedication to employee satisfaction has earned us the prestigious Top Workplaces Culture Excellence Award for compensation and benefits in 2022, 2023, and 2024.
Health & Wellness Financial Benefits Work-Life Balance
+ Health Plans: Medical, Dental, Vision
+ Life & Accident Insurance
+ Disability Coverage
+ Employee Assistance Program (EAP)
+ Back-Up Daycare
+ FSA & HSA
+ 401(k)
+ Pre-Tax Commuter Account
+ Merit Scholarship Program
+ Employee Discount Program
+ Corporate Charitable Giving Program
+ Tuition Assistance
+ First Professional Licensure Bonus
+ Employee Referral Bonus
+ Paid Annual Personal/Sick Time (PST)
+ Paid Vacation
+ Paid Holidays
+ Paid Parental Leave
+ Paid Bereavement Leave
+ Flexible Work Arrangements
Compensation Range
$70,510.00 - $103,820.00
Transparency Statement
Sargent & Lundy discloses compensation ranges that comply with all local and state regulations. The total compensation package for eligible positions will include a base salary or an hourly rate and a comprehensive benefits package, reflecting our commitment to rewarding performance and supporting the overall well-being of our employees. Individuals may also be eligible to participate in our yearly discretionary bonus.
Awards & Recognition
Equal Opportunity
Sargent & Lundy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any protected status as defined by applicable law.
CityChicago
StateIL
CountryUnited States
Area of InterestInformation Technology
TypeFull Time - Regular
Job ID
Business GroupCEO Group
DepartmentComputer Technology
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2
Help Desk Analyst II
60684 Chicago, Illinois
Robert Half
Posted 1 day ago
Job Viewed
Job Description
Description
We are looking for a Help Desk Analyst II to join our team in Chicago, Illinois. This part-time position is ideal for individuals with a strong technical background who are eager to provide excellent IT support and grow into a long-term role. As a contract opportunity, this role offers flexibility in scheduling while requiring on-site presence to deliver top-notch Tier 2 support.
Responsibilities:
- Provide Tier 2 technical support, addressing and resolving IT-related issues efficiently.
- Troubleshoot and resolve problems related to Microsoft Windows 10 and Active Directory.
- Manage service desk tickets, ensuring timely responses and resolutions.
- Support mobile device management operations and ensure proper system functionality.
- Collaborate with team members and end-users to identify and implement solutions.
- Maintain professionalism and clear communication when assisting users.
- Ensure on-site presence as required to meet support needs and uphold reliability.
- Follow established procedures and guidelines while contributing to process improvements.
- Utilize technical expertise to diagnose and resolve hardware and software issues.
Requirements - Proven experience in Tier 2 IT support roles.
- Strong knowledge of Active Directory and Microsoft Windows 10.
- Ability to troubleshoot hardware and software issues effectively.
- Familiarity with mobile device management systems.
- Experience in managing service desk tickets and providing timely resolutions.
- Excellent communication skills with a detail-oriented approach.
- Ability to work independently while adhering to instructions.
- Reliable and punctual with a commitment to on-site presence. Technology Doesn't Change the World, People Do.®
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app ( and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
© 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use ( .
We are looking for a Help Desk Analyst II to join our team in Chicago, Illinois. This part-time position is ideal for individuals with a strong technical background who are eager to provide excellent IT support and grow into a long-term role. As a contract opportunity, this role offers flexibility in scheduling while requiring on-site presence to deliver top-notch Tier 2 support.
Responsibilities:
- Provide Tier 2 technical support, addressing and resolving IT-related issues efficiently.
- Troubleshoot and resolve problems related to Microsoft Windows 10 and Active Directory.
- Manage service desk tickets, ensuring timely responses and resolutions.
- Support mobile device management operations and ensure proper system functionality.
- Collaborate with team members and end-users to identify and implement solutions.
- Maintain professionalism and clear communication when assisting users.
- Ensure on-site presence as required to meet support needs and uphold reliability.
- Follow established procedures and guidelines while contributing to process improvements.
- Utilize technical expertise to diagnose and resolve hardware and software issues.
Requirements - Proven experience in Tier 2 IT support roles.
- Strong knowledge of Active Directory and Microsoft Windows 10.
- Ability to troubleshoot hardware and software issues effectively.
- Familiarity with mobile device management systems.
- Experience in managing service desk tickets and providing timely resolutions.
- Excellent communication skills with a detail-oriented approach.
- Ability to work independently while adhering to instructions.
- Reliable and punctual with a commitment to on-site presence. Technology Doesn't Change the World, People Do.®
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app ( and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
© 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use ( .
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3
Call Center Associate
60684 Chicago, Illinois
NTT America, Inc.
Posted today
Job Viewed
Job Description
**Req ID:**
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 Associate to join our team in Chicago, Illinois (US-IL), United States (US).
**Job Description:**
The person in this role will serve as a Service Center Representative working in our inbound contact center.primary duties will include:1. Processing customer applications of Full payment Certificate2. Processing other supported applicationsSecondary Roles will include:3. Respond and service customers via email, phone, or in-person regarding Utility Bills.4. Respond to and service customer calls via an inbound ACD system or emails via an email routing client.5. Educate and inform customers on account related departmental questions, concerns, and requests as well as City Policies, Procedures and Protocols.6. Research and analyze inquiries and concerns and take the appropriate action in resolving their utility Billing inquiries.7. Promote positive customer relations while maintaining the highest standards of ethics, quality, and service professionalism.
**Minimum Requirements:**
3+ years' experience in a call center, billing, or customer service role
3+ years' experience in service delivery.
3+ years' experience in computer navigation and multitasking across multiple applications.
Typing speed of 35 words per minute (WPM) or higher.
**Preferred Skills:**
-Exhibits strong and effective customer service and communication skills and is comfortable working in challenging situations with customers who may not always present the most calm or polite demeanor.
-Has the aptitude and competency to conduct in-depth account reviews and use critical thinking to resolve problems.
-Is willing to commit to a client-facing environment where staff are expected to deliver high levels of performance in key areas including Attendance, Adherence to Schedule, Productivity, Compliance and Quality of Service
-Must be able to maintain a professional, friendly, and courteous demeanor at all times.
High school diploma or GED required.
**About NTT DATA**
NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com ( 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, .
**_NTT DATA endeavors to make_** **_ **_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_** **_ **_._** **_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 ( ._**
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 Associate to join our team in Chicago, Illinois (US-IL), United States (US).
**Job Description:**
The person in this role will serve as a Service Center Representative working in our inbound contact center.primary duties will include:1. Processing customer applications of Full payment Certificate2. Processing other supported applicationsSecondary Roles will include:3. Respond and service customers via email, phone, or in-person regarding Utility Bills.4. Respond to and service customer calls via an inbound ACD system or emails via an email routing client.5. Educate and inform customers on account related departmental questions, concerns, and requests as well as City Policies, Procedures and Protocols.6. Research and analyze inquiries and concerns and take the appropriate action in resolving their utility Billing inquiries.7. Promote positive customer relations while maintaining the highest standards of ethics, quality, and service professionalism.
**Minimum Requirements:**
3+ years' experience in a call center, billing, or customer service role
3+ years' experience in service delivery.
3+ years' experience in computer navigation and multitasking across multiple applications.
Typing speed of 35 words per minute (WPM) or higher.
**Preferred Skills:**
-Exhibits strong and effective customer service and communication skills and is comfortable working in challenging situations with customers who may not always present the most calm or polite demeanor.
-Has the aptitude and competency to conduct in-depth account reviews and use critical thinking to resolve problems.
-Is willing to commit to a client-facing environment where staff are expected to deliver high levels of performance in key areas including Attendance, Adherence to Schedule, Productivity, Compliance and Quality of Service
-Must be able to maintain a professional, friendly, and courteous demeanor at all times.
High school diploma or GED required.
**About NTT DATA**
NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com ( 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, .
**_NTT DATA endeavors to make_** **_ **_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_** **_ **_._** **_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 ( ._**
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4
Call Center Associate
60684 Chicago, Illinois
NTT DATA North America
Posted 1 day ago
Job Viewed
Job Description
**Req ID:**
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 Associate to join our team in Chicago, Illinois (US-IL), United States (US).
**Job Description:**
The person in this role will serve as a Service Center Representative working in our inbound contact center.primary duties will include:1. Processing customer applications of Full payment Certificate2. Processing other supported applicationsSecondary Roles will include:3. Respond and service customers via email, phone, or in-person regarding Utility Bills.4. Respond to and service customer calls via an inbound ACD system or emails via an email routing client.5. Educate and inform customers on account related departmental questions, concerns, and requests as well as City Policies, Procedures and Protocols.6. Research and analyze inquiries and concerns and take the appropriate action in resolving their utility Billing inquiries.7. Promote positive customer relations while maintaining the highest standards of ethics, quality, and service professionalism.
**Minimum Requirements:**
3+ years' experience in a call center, billing, or customer service role
3+ years' experience in service delivery.
3+ years' experience in computer navigation and multitasking across multiple applications.
Typing speed of 35 words per minute (WPM) or higher.
**Preferred Skills:**
-Exhibits strong and effective customer service and communication skills and is comfortable working in challenging situations with customers who may not always present the most calm or polite demeanor.
-Has the aptitude and competency to conduct in-depth account reviews and use critical thinking to resolve problems.
-Is willing to commit to a client-facing environment where staff are expected to deliver high levels of performance in key areas including Attendance, Adherence to Schedule, Productivity, Compliance and Quality of Service
-Must be able to maintain a professional, friendly, and courteous demeanor at all times.
High school diploma or GED required.
**About NTT DATA**
NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com ( 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, .
**_NTT DATA endeavors to make_** **_ **_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_** **_ **_._** **_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 ( ._**
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 Associate to join our team in Chicago, Illinois (US-IL), United States (US).
**Job Description:**
The person in this role will serve as a Service Center Representative working in our inbound contact center.primary duties will include:1. Processing customer applications of Full payment Certificate2. Processing other supported applicationsSecondary Roles will include:3. Respond and service customers via email, phone, or in-person regarding Utility Bills.4. Respond to and service customer calls via an inbound ACD system or emails via an email routing client.5. Educate and inform customers on account related departmental questions, concerns, and requests as well as City Policies, Procedures and Protocols.6. Research and analyze inquiries and concerns and take the appropriate action in resolving their utility Billing inquiries.7. Promote positive customer relations while maintaining the highest standards of ethics, quality, and service professionalism.
**Minimum Requirements:**
3+ years' experience in a call center, billing, or customer service role
3+ years' experience in service delivery.
3+ years' experience in computer navigation and multitasking across multiple applications.
Typing speed of 35 words per minute (WPM) or higher.
**Preferred Skills:**
-Exhibits strong and effective customer service and communication skills and is comfortable working in challenging situations with customers who may not always present the most calm or polite demeanor.
-Has the aptitude and competency to conduct in-depth account reviews and use critical thinking to resolve problems.
-Is willing to commit to a client-facing environment where staff are expected to deliver high levels of performance in key areas including Attendance, Adherence to Schedule, Productivity, Compliance and Quality of Service
-Must be able to maintain a professional, friendly, and courteous demeanor at all times.
High school diploma or GED required.
**About NTT DATA**
NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com ( 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, .
**_NTT DATA endeavors to make_** **_ **_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_** **_ **_._** **_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 ( ._**
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5
Call Center Associate
60684 Chicago, Illinois
NTT America, Inc.
Posted 1 day ago
Job Viewed
Job Description
**Req ID:**
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 Associate to join our team in Chicago, Illinois (US-IL), United States (US).
**Job Description**
The person in this role will serve as a Service Center Representative working in our inbound contact center.primary duties will include:1. Processing customer applications of Full payment Certificate2. Processing other supported applicationsSecondary Roles will include:3. Respond and service customers via email, phone, or in-person regarding Utility Bills.4. Respond to and service customer calls via an inbound ACD system or emails via an email routing client.5. Educate and inform customers on account related departmental questions, concerns, and requests as well as City Policies, Procedures and Protocols.6. Research and analyze inquiries and concerns and take the appropriate action in resolving their utility Billing inquiries.7. Promote positive customer relations while maintaining the highest standards of ethics, quality, and service professionalism.
**Minimum Required Skills :**
-3+ years of experience in customer service with edicated roles servicing customers in a contact center setting.
-2+ years of data entry experince.
**Preferred Skills:**
-Exhibits strong and effective customer service and communication skills and is comfortable working in challenging situations with customers who may not always present the most calm or polite demeanor.
-Has the aptitude and competency to conduct in-depth account reviews and use critical thinking to resolve problems.
-Is willing to commit to a client-facing environment where staff are expected to deliver high levels of performance in key areas including Attendance, Adherence to Schedule, Productivity, Compliance and Quality of Service
-Must be able to maintain a professional, friendly, and courteous demeanor at all times.
**About NTT DATA**
NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com ( 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, .
**_NTT DATA endeavors to make_** **_ **_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_** **_ **_._** **_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 ( ._**
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 Associate to join our team in Chicago, Illinois (US-IL), United States (US).
**Job Description**
The person in this role will serve as a Service Center Representative working in our inbound contact center.primary duties will include:1. Processing customer applications of Full payment Certificate2. Processing other supported applicationsSecondary Roles will include:3. Respond and service customers via email, phone, or in-person regarding Utility Bills.4. Respond to and service customer calls via an inbound ACD system or emails via an email routing client.5. Educate and inform customers on account related departmental questions, concerns, and requests as well as City Policies, Procedures and Protocols.6. Research and analyze inquiries and concerns and take the appropriate action in resolving their utility Billing inquiries.7. Promote positive customer relations while maintaining the highest standards of ethics, quality, and service professionalism.
**Minimum Required Skills :**
-3+ years of experience in customer service with edicated roles servicing customers in a contact center setting.
-2+ years of data entry experince.
**Preferred Skills:**
-Exhibits strong and effective customer service and communication skills and is comfortable working in challenging situations with customers who may not always present the most calm or polite demeanor.
-Has the aptitude and competency to conduct in-depth account reviews and use critical thinking to resolve problems.
-Is willing to commit to a client-facing environment where staff are expected to deliver high levels of performance in key areas including Attendance, Adherence to Schedule, Productivity, Compliance and Quality of Service
-Must be able to maintain a professional, friendly, and courteous demeanor at all times.
**About NTT DATA**
NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com ( 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, .
**_NTT DATA endeavors to make_** **_ **_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_** **_ **_._** **_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 ( ._**
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6
Call Center Associate
60684 Chicago, Illinois
NTT DATA North America
Posted 1 day ago
Job Viewed
Job Description
**Req ID:**
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 Associate to join our team in Chicago, Illinois (US-IL), United States (US).
**Job Description**
The person in this role will serve as a Service Center Representative working in our inbound contact center.primary duties will include:1. Processing customer applications of Full payment Certificate2. Processing other supported applicationsSecondary Roles will include:3. Respond and service customers via email, phone, or in-person regarding Utility Bills.4. Respond to and service customer calls via an inbound ACD system or emails via an email routing client.5. Educate and inform customers on account related departmental questions, concerns, and requests as well as City Policies, Procedures and Protocols.6. Research and analyze inquiries and concerns and take the appropriate action in resolving their utility Billing inquiries.7. Promote positive customer relations while maintaining the highest standards of ethics, quality, and service professionalism.
**Minimum Required Skills :**
-3+ years of experience in customer service with edicated roles servicing customers in a contact center setting.
-2+ years of data entry experince.
**Preferred Skills:**
-Exhibits strong and effective customer service and communication skills and is comfortable working in challenging situations with customers who may not always present the most calm or polite demeanor.
-Has the aptitude and competency to conduct in-depth account reviews and use critical thinking to resolve problems.
-Is willing to commit to a client-facing environment where staff are expected to deliver high levels of performance in key areas including Attendance, Adherence to Schedule, Productivity, Compliance and Quality of Service
-Must be able to maintain a professional, friendly, and courteous demeanor at all times.
**About NTT DATA**
NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com ( 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, .
**_NTT DATA endeavors to make_** **_ **_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_** **_ **_._** **_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 ( ._**
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 Associate to join our team in Chicago, Illinois (US-IL), United States (US).
**Job Description**
The person in this role will serve as a Service Center Representative working in our inbound contact center.primary duties will include:1. Processing customer applications of Full payment Certificate2. Processing other supported applicationsSecondary Roles will include:3. Respond and service customers via email, phone, or in-person regarding Utility Bills.4. Respond to and service customer calls via an inbound ACD system or emails via an email routing client.5. Educate and inform customers on account related departmental questions, concerns, and requests as well as City Policies, Procedures and Protocols.6. Research and analyze inquiries and concerns and take the appropriate action in resolving their utility Billing inquiries.7. Promote positive customer relations while maintaining the highest standards of ethics, quality, and service professionalism.
**Minimum Required Skills :**
-3+ years of experience in customer service with edicated roles servicing customers in a contact center setting.
-2+ years of data entry experince.
**Preferred Skills:**
-Exhibits strong and effective customer service and communication skills and is comfortable working in challenging situations with customers who may not always present the most calm or polite demeanor.
-Has the aptitude and competency to conduct in-depth account reviews and use critical thinking to resolve problems.
-Is willing to commit to a client-facing environment where staff are expected to deliver high levels of performance in key areas including Attendance, Adherence to Schedule, Productivity, Compliance and Quality of Service
-Must be able to maintain a professional, friendly, and courteous demeanor at all times.
**About NTT DATA**
NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com ( 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, .
**_NTT DATA endeavors to make_** **_ **_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_** **_ **_._** **_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 ( ._**
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7
Call Center Senior Representative
60684 Chicago, Illinois
NTT America, Inc.
Posted 1 day ago
Job Viewed
Job Description
**Req ID:**
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 to join our team in CHICAGO, Illinois (US-IL), United States (US).
**General Duties & Tasks**
+ 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.
**Location of Job**
+ The location for our project is 2 N. LaSalle St. in downtown Chicago.
+ A Voice CSR may opt for a 100% remote working arrangement if they comply with the following:
+ Meet all of the Remote Workplace and Technology Requirements.
+ Continually achieve positive results as outlined within The CARE Framework.
+ The remote status of the assignment can end at any time based on the needs of our client, changes to our contract or failure to meet the required expectations.
+ If the remote status of the assignment ends, the individual would be required to work in the downtown Chicago office.
**Minimum Requirements**
-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 Skills**
-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.
To work remote, individuals must meet all the established remote requirements including those pertaining to a home workspace and related technology.
**Technology**
a. NTT DATA will provide a computer and headset for remote work,but new employees may need to use their own personal computer to initially log in and attend training virtually
b. Employees are responsible for the care and security of all equipment provided. They must return it immediately upon separation from the company following company protocols.
c. Failure to return equipment may result in collection actions and/or other consequences.
d. Individuals must provide their own high speed internet access with speeds at or above 50 Mbps.
e. A hard-wired ethernet connection is required. Wi-Fi, mobile, wireless and public internet connections are forbidden as are connections outside of one's personal dwelling or location.
**Technical Performance and Issue Tracking**
1. Management monitors all technical issues and agent downtime. Consistent availability is critical to business operations.
a. Remote employees must adhere to all technical support procedures and protocols.
b. Chronic remote connectivity or technology issues or recurring downtime that impede job performance, including internet outages, may result in the remote status changing to onsite.
**Remote Workspace**
Remote work demands a high degree of professionalism, self-discipline, and accountability. The following workspace standards are vital to delivering exceptional service.
a. Employees must have a **dedicated, professional workspace** conducive to servicing Utility Billing customers with the same quality as an onsite environment.
b. The workspace must be a **permanent, unencumbered location** used daily for work.
c. Employees must work with **minimal distractions** that do not interfere with business operations or service delivery.
d. Ideally, the workspace is **isolated from other household members** and used exclusively for job duties.
e. **Background noise, interruptions from people or pets, and other distractions** must be kept to an absolute minimum to avoid disruptions to customer service.
f. Employees must work from the **same location consistently** unless prior approval is obtained.
g. If a change in work location is necessary:
h. The new location must meet all **Remote Workspace and Technology Requirements** .
i. **Notification to NTT DATA Management** is required before relocating.
Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is $25,000 - $5,000. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate's actual work location, 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 trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over 3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com ( 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, .
**_NTT DATA endeavors to make_** **_ **_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_** **_ **_._** **_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 ( ._**
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 to join our team in CHICAGO, Illinois (US-IL), United States (US).
**General Duties & Tasks**
+ 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.
**Location of Job**
+ The location for our project is 2 N. LaSalle St. in downtown Chicago.
+ A Voice CSR may opt for a 100% remote working arrangement if they comply with the following:
+ Meet all of the Remote Workplace and Technology Requirements.
+ Continually achieve positive results as outlined within The CARE Framework.
+ The remote status of the assignment can end at any time based on the needs of our client, changes to our contract or failure to meet the required expectations.
+ If the remote status of the assignment ends, the individual would be required to work in the downtown Chicago office.
**Minimum Requirements**
-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 Skills**
-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.
To work remote, individuals must meet all the established remote requirements including those pertaining to a home workspace and related technology.
**Technology**
a. NTT DATA will provide a computer and headset for remote work,but new employees may need to use their own personal computer to initially log in and attend training virtually
b. Employees are responsible for the care and security of all equipment provided. They must return it immediately upon separation from the company following company protocols.
c. Failure to return equipment may result in collection actions and/or other consequences.
d. Individuals must provide their own high speed internet access with speeds at or above 50 Mbps.
e. A hard-wired ethernet connection is required. Wi-Fi, mobile, wireless and public internet connections are forbidden as are connections outside of one's personal dwelling or location.
**Technical Performance and Issue Tracking**
1. Management monitors all technical issues and agent downtime. Consistent availability is critical to business operations.
a. Remote employees must adhere to all technical support procedures and protocols.
b. Chronic remote connectivity or technology issues or recurring downtime that impede job performance, including internet outages, may result in the remote status changing to onsite.
**Remote Workspace**
Remote work demands a high degree of professionalism, self-discipline, and accountability. The following workspace standards are vital to delivering exceptional service.
a. Employees must have a **dedicated, professional workspace** conducive to servicing Utility Billing customers with the same quality as an onsite environment.
b. The workspace must be a **permanent, unencumbered location** used daily for work.
c. Employees must work with **minimal distractions** that do not interfere with business operations or service delivery.
d. Ideally, the workspace is **isolated from other household members** and used exclusively for job duties.
e. **Background noise, interruptions from people or pets, and other distractions** must be kept to an absolute minimum to avoid disruptions to customer service.
f. Employees must work from the **same location consistently** unless prior approval is obtained.
g. If a change in work location is necessary:
h. The new location must meet all **Remote Workspace and Technology Requirements** .
i. **Notification to NTT DATA Management** is required before relocating.
Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is $25,000 - $5,000. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate's actual work location, 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 trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over 3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com ( 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, .
**_NTT DATA endeavors to make_** **_ **_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_** **_ **_._** **_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 ( ._**
Is this job a match or a miss?
View Now
8
Call Center Senior Representative
60684 Chicago, Illinois
NTT DATA North America
Posted 1 day ago
Job Viewed
Job Description
**Req ID:**
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 to join our team in CHICAGO, Illinois (US-IL), United States (US).
**General Duties & Tasks**
+ 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.
**Location of Job**
+ The location for our project is 2 N. LaSalle St. in downtown Chicago.
+ A Voice CSR may opt for a 100% remote working arrangement if they comply with the following:
+ Meet all of the Remote Workplace and Technology Requirements.
+ Continually achieve positive results as outlined within The CARE Framework.
+ The remote status of the assignment can end at any time based on the needs of our client, changes to our contract or failure to meet the required expectations.
+ If the remote status of the assignment ends, the individual would be required to work in the downtown Chicago office.
**Minimum Requirements**
-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 Skills**
-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.
To work remote, individuals must meet all the established remote requirements including those pertaining to a home workspace and related technology.
**Technology**
a. NTT DATA will provide a computer and headset for remote work,but new employees may need to use their own personal computer to initially log in and attend training virtually
b. Employees are responsible for the care and security of all equipment provided. They must return it immediately upon separation from the company following company protocols.
c. Failure to return equipment may result in collection actions and/or other consequences.
d. Individuals must provide their own high speed internet access with speeds at or above 50 Mbps.
e. A hard-wired ethernet connection is required. Wi-Fi, mobile, wireless and public internet connections are forbidden as are connections outside of one's personal dwelling or location.
**Technical Performance and Issue Tracking**
1. Management monitors all technical issues and agent downtime. Consistent availability is critical to business operations.
a. Remote employees must adhere to all technical support procedures and protocols.
b. Chronic remote connectivity or technology issues or recurring downtime that impede job performance, including internet outages, may result in the remote status changing to onsite.
**Remote Workspace**
Remote work demands a high degree of professionalism, self-discipline, and accountability. The following workspace standards are vital to delivering exceptional service.
a. Employees must have a **dedicated, professional workspace** conducive to servicing Utility Billing customers with the same quality as an onsite environment.
b. The workspace must be a **permanent, unencumbered location** used daily for work.
c. Employees must work with **minimal distractions** that do not interfere with business operations or service delivery.
d. Ideally, the workspace is **isolated from other household members** and used exclusively for job duties.
e. **Background noise, interruptions from people or pets, and other distractions** must be kept to an absolute minimum to avoid disruptions to customer service.
f. Employees must work from the **same location consistently** unless prior approval is obtained.
g. If a change in work location is necessary:
+ The new location must meet all **Remote Workspace and Technology Requirements** .
+ **Notification to NTT DATA Management** is required before relocating.
Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is $25,000 - $5,000. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate's actual work location, 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 trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over 3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com ( 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, .
**_NTT DATA endeavors to make_** **_ **_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_** **_ **_._** **_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 ( ._**
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 to join our team in CHICAGO, Illinois (US-IL), United States (US).
**General Duties & Tasks**
+ 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.
**Location of Job**
+ The location for our project is 2 N. LaSalle St. in downtown Chicago.
+ A Voice CSR may opt for a 100% remote working arrangement if they comply with the following:
+ Meet all of the Remote Workplace and Technology Requirements.
+ Continually achieve positive results as outlined within The CARE Framework.
+ The remote status of the assignment can end at any time based on the needs of our client, changes to our contract or failure to meet the required expectations.
+ If the remote status of the assignment ends, the individual would be required to work in the downtown Chicago office.
**Minimum Requirements**
-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 Skills**
-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.
To work remote, individuals must meet all the established remote requirements including those pertaining to a home workspace and related technology.
**Technology**
a. NTT DATA will provide a computer and headset for remote work,but new employees may need to use their own personal computer to initially log in and attend training virtually
b. Employees are responsible for the care and security of all equipment provided. They must return it immediately upon separation from the company following company protocols.
c. Failure to return equipment may result in collection actions and/or other consequences.
d. Individuals must provide their own high speed internet access with speeds at or above 50 Mbps.
e. A hard-wired ethernet connection is required. Wi-Fi, mobile, wireless and public internet connections are forbidden as are connections outside of one's personal dwelling or location.
**Technical Performance and Issue Tracking**
1. Management monitors all technical issues and agent downtime. Consistent availability is critical to business operations.
a. Remote employees must adhere to all technical support procedures and protocols.
b. Chronic remote connectivity or technology issues or recurring downtime that impede job performance, including internet outages, may result in the remote status changing to onsite.
**Remote Workspace**
Remote work demands a high degree of professionalism, self-discipline, and accountability. The following workspace standards are vital to delivering exceptional service.
a. Employees must have a **dedicated, professional workspace** conducive to servicing Utility Billing customers with the same quality as an onsite environment.
b. The workspace must be a **permanent, unencumbered location** used daily for work.
c. Employees must work with **minimal distractions** that do not interfere with business operations or service delivery.
d. Ideally, the workspace is **isolated from other household members** and used exclusively for job duties.
e. **Background noise, interruptions from people or pets, and other distractions** must be kept to an absolute minimum to avoid disruptions to customer service.
f. Employees must work from the **same location consistently** unless prior approval is obtained.
g. If a change in work location is necessary:
+ The new location must meet all **Remote Workspace and Technology Requirements** .
+ **Notification to NTT DATA Management** is required before relocating.
Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is $25,000 - $5,000. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate's actual work location, 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 trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over 3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com ( 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, .
**_NTT DATA endeavors to make_** **_ **_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_** **_ **_._** **_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 ( ._**
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