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Business Contact Center Representative

2 months ago

Chicago, United States The William Everett Group Full time
Firm Overview

William Everett (WE) is a Chicago-based, family-owned management and information technology consulting firm trusted by leading cities, institutions, global companies, and Fortune 500 technology consultancies to help them adapt, evolve, and perform to their full potential.

Job Summary

WE is currently seeking a Business Contact Center Representative. This individual will be responsible for working directly with customers within our Utility Billing Customer Service Center, located in downtown Chicago.

Requirements
  • Responds to and services customer calls via an inbound ACD system or emails via an email routing client;
  • Business Licenses, Business Taxes, and Administrative Hearings
    • Renewal, New Sign-Up, Payments, and Public Way Applications
  • Representatives will be trained on four (4) applications used regularly.
    • On-the-job training provided by NTT Data.
  • Educates and informs customers on account-related billing questions, concerns, and requests as well as City Policies, Procedures, and Protocols;
  • Researches and analyzes inquiries and concerns and take the appropriate action in resolving their billing and water situation;
  • Promotes positive customer relations and champions revenue collections while maintaining the highest standards of ethics, quality, and service professionalism.
  • Ability to work under time constraints at a continuous steady pace while paying close attention to detail in order to
    answer calls within a required time period as indicated in the Service Level Agreements.
  • Delivers high-level performance in key areas including Attendance, Adherence to Schedule, Productivity, and Quality of Service.
Qualifications
  • High School Diploma or equivalent, required;
  • Associates Degree preferred;
  • Minimum of two (2) years experience in a similar customer-facing environment with similar functions;
  • Familiarity with scheduling, performance metrics, and KPI goal setting;
  • Excellent verbal communication demonstrating a clear and polished tone, speaking ability, and service skills;
  • Excellent written communication skills including proficiency in typing business correspondence;
  • Computer literate with PC knowledge and the ability to navigate through multiple applications effortlessly;
  • Effective keyboarding and computer skills with the ability to type at least 50 wpm minimum
Additional Requirements
  • Fully vaccinated against COVID-19
  • Able to pass a criminal background check
  • Authorized to work in the US for any employer
  • Able to commute to downtown Chicago
  • Willing to work in office
Benefits
  • Employer Contributed Healthcare Insurance Plans
  • Employer-Sponsored Life Insurance
  • Commuter Program
  • Training and Professional Development
  • Bonus earning potential based on performance

William Everett is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status, or any other characteristic protected by law.