Call Center Customer Care Representative

Job Description:

Job Profile Summary

This is your opportunity to be the voice of AT&Ta global leader in communications and technology. As a member of our team youll redefine customer service creating meaningful connections with each customer. Every interaction is a chance to introduce the latest technology services and offers. While you work to meet your daily and monthly sales goals youll help our customers stay connected to what matters most.

How Youll Make an Impact

As a Business Premier Service Consultant youll assist business customers with requests questions and inquiries on all AT&T products and this multi-faceted role youll be trained to handle a wide range of customer service call types including billing collections retention service activations and changes credits and adjustments troubleshooting advanced technical support and more. Youll use creative problem-solving skills to address complex customer questions and concerns while navigating between multiple tools and systems to update customer accounts and maintain records. Your consultative approach will help you meet monthly sales goals and deliver an outstanding customer experience.

What Your Day-to-Day Will Look Like

• Instill confidence and loyalty in customers through thoughtful listening and expert knowledge of AT&Ts products and services.
• Simplify and explain customer bills rate plans and features.
• Engage Tier 3 support (network and IT) third-party vendors and suppliers as needed to resolve service faults.
• Handle wireless local number portability (WLNP) relocations combined bill support after-hours inquiries and pre-paid services.
• Troubleshoot and resolve customer-impacting issues such as voice and data problems that span multiple networks and devices.
• Stay up to date with changes in technology and applications to provide the best solutions for customers.
• Assist customers with setup and use of the latest products and services such as air cards USB devices and AT&T-provided software.
• Work a full-time set schedule (40 hours/week) that includes breaks lunches and scheduled open time to ensure availability for customer calls and exceptional service.

What Were Looking For

• Call center or customer service experience.
• Flexibility to work any schedule during our hours of operation (may include day evening weekend or holiday hours). Occasional overtime may be required.
• Desire to work onsite in one of our call centers.
• Strong communication and problem-solving skills.
• Ability to adapt to evolving technology tools and business needs.

Preferred Qualifications:

• At least one year of customer service experience.
• Call center experience.
• Advanced typing/keyboarding skills.

What You Can Look Forward To

• Competitive compensation package starting $21.45 per hour.
• Paid training and additional resources to support your growth.
• Excellent benefits package including medical/dental/vision coverage 401(k) plan tuition reimbursement and paid time off.
• Employee discounts of up to 50% on eligible AT&T wireless plans and accessories Internet (Fiber where available) and home phone.
• Career development opportunities with limitless possibilities at AT&T.

General Essential Functions

• Answer customer/client requests or inquiries concerning services and products.
• Use various systems and tools to assist and service customers.
• Maintain working knowledge of all company products services and promotions.
• Make recommendations according to customer needs.
• Process purchases handle billing and rate plan inquiries and troubleshoot technical issues.
• Manage credit checks service activations changes and collections.
• Support customers with laptop connect services air cards USB devices and AT&T software.
• Engage with internal and external partners for issue resolution.
• Maintain appropriate records and prepare required reports.

Physical & Special Requirements

• Ability to sit or stand for long durations (e.g. 8 hours) and engage with customers as dictated by business needs.
• May require passing assessments or tests associated with the position.
• Must be able to adapt to changing business needs responsibilities and technology.

If youre ready to take the lead as the voice of AT&T wed love to hear from you! #connectourcustomers

Weekly Hours:

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It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age color national origin citizenship status physical or mental disability race religion creed gender sex sexual orientation gender identity and/or expression genetic information marital status status with regard to public assistance veteran status or any other characteristic protected by federal state or local addition AT&T will provide reasonable accommodations for qualified individuals with disabilities.AT&T is a fair chance employer and does not initiate a background check until an offer is made.