CNNon Employee

Experience & Qualifications: Requires 3 to 5 years of professional customer service experience. Prior experience with conflict resolution is highly preferred and considered a major plus.

Core Customer Inquiry Tracking (CIT) Functions: Supports the Customer Inquiry Tracking (CIT) function by receiving, logging, assigning, and tracking cases. Conducts initial research using available systems and documentation. Coordinates with city departments to gather information. Documents all case activity and maintain detailed records in CIT and, where applicable, Banner. Communicates updates and final outcomes clearly to customers. Provides full visibility to the city on case status, activity, and closure.

Day-to-Day Operations & Support: Executes day-to-day transaction workflows assigned to the CIT/WET team. Escalates complex in-person or billing issues (General billing, FPC, UBR, etc.) directly to the Service Center Manager or Lead. Participates in CIT/WET meetings, providing accurate reporting and status updates on active customer profiles. Meets individual productivity targets and operational performance standards. Handles FPC-related issue processing through the CIT system, including Move-In / Move-Out (MIMO) processing and completion. Inputs data accurately to maintain the integrity of CIT/WET records. Adheres strictly to established document retention policies.

Communication & Continuous Improvement: Maintains clear, positive, and timely communication with team members and customers. Adopts and applies regular updates on operational policies, procedures, and systematic changes. Collaborates with the Utility-Billing Supervisor and leads to resolve escalated frontline queries. Serves as an operational frontline liaison between team groups and the client. Engages actively in applicable training programs for skills development. Participates in regular training assessments to ensure process knowledge stays current. Follow standardized escalation processes to route specialized customer issues efficiently. Receives feedback and coaching openly to ensure continuous personal and operational improvement. About NTT DATANTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client's needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.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.

Posting Date: Department: S&L Midwest Delivery - 1027810011