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Customer Service Sales and Retention Call Center Representative

3 months ago

Tulsa, United States AT&T Full time

Job Description:

This job reports to our (15901 E Skelly Dr, Tulsa, OK) location. If considered, you must be able to report to this location.

Take the lead at the frontline of our company in a hybrid role that works in center and from home. In this multifaceted role, youll assist with telephone and virtual customer interactions working in center 3-4 days weekly and remotely from home 1-2 days weekly. Youll utilize various tools and systems (telephone, e-email, e-care, correspondence, TTY and online chat) for this WFH Hybrid role. Youll proactively evolve to meet customers needs and competitive demands. Success will depend upon your in-depth knowledge of AT&Ts products and services and your ability to provide effective resolutions.

Our call center environment is constantly evolving so well look to you to drive tools and technology to enable first call resolution. In the process, youll develop experience with a broad range of customer service call types like: advanced technical support, collections, retention, sales channel coordination and billing and adjustments. Youll also engage third party vendors and suppliers as needed to address service faults and provide customer resolution. You may be tasked with identifying, tracking and rendering issues to assist in various root cause eliminations.

In addition to these duties, youll be required to:

Handle wireless local number portability (WLNP), relocations, combined bill support, after hours inquiries and pre-paid service.
Troubleshoot and resolve customer impacting issues such as but not limited to: voice & data issues that span multiple networks and interdependent network elements, considering network conditions, connectivity, devices, applications, provisioning and billing. (Note: The skill and knowledge required will change with technology and application innovations.)
Assist customers with products and services such as but not limited to laptop connect services including air cards, USB devices, initial set-up, configuration of AT&T provided software & applications.
Proactively engage T3 support (network and IT) to address & resolve issues.
Remain proficient in all billing, rate plan and feature matters.
WFH Requirements:

You will need verified internet service with minimum of 12mb upload speed and 18mb download speed and an established dedicated work area (desk, chair, electrical outlet, surge protector, direct LAN connection). AT&T will provide the equipment youll need to get started (keyboard, monitor, computer, mobile device, etc.)
Your workspace will need to be in alignment with WFH standards (e.g., technical, security, physical, noise levels, Clean Desk policy etc.) and youll participate in workspace audits (e.g., remote desktop observation, call and screen recordings, live webcam monitoring, pictures of workspace setup, video chats, etc.).
You will need to be available, accessible, and accountable to work during established work schedules and shifts, follow technical support processes, comply with organizational security and compliance standards, trainings, performance management, recurring management routines, manual and automated remote monitoring policies, etc.
We prefer that you have:

At least one year customer service experience
Call Center experience
Advanced typing/keyboarding skills
What you can look forward to

Paid training youll complete from in-center and home, and additional resources to support you. Our Premier Service Consultant earn $20.22/hr + up to $3000 in commissions monthly if all sales goals are met. Not to mention all the other amazing rewards that working at AT&T offers. Individual starting salary within this range may depend on geography, experience, expertise, and education/training.
Joining our team comes with amazing perks and benefits:
Medical/Dental/Vision coverage
401(k) plan
Tuition reimbursement program
Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
Paid Parental Leave
Paid Caregiver Leave
Additional sick leave beyond what state and local law require may be available but is unprotected
Adoption Reimbursement
Disability Benefits (short term and long term)
Life and Accidental Death Insurance
Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
Employee Assistance Programs (EAP)
Extensive employee wellness programs
Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone What were looking for
Call center or customer service experience
Flexibility to work any schedule during hours of operation is essential. Specific job assignments may require day, evening, weekend, or holiday hours. Occasional overtime may be required.
Ability to work onsite in one of our call centers.
Career possibilities are limitless with AT&T. You will have the chance to round out your experience with training on the latest technology, devices and our entire lineup of products, services and promotions. If youre 18 years or older, lets talk. Watch this video and apply today #virtualjob #virtualwork. .

The Premier Service Consultant (Hybrid) assists customers with questions and concerns on all products and services offered by the Company through research and resolution using various tools and systems. Handles telephone and virtual customer contacts while working in center 3-4 days weekly and remotely from home 1-2 days weekly. Coordinates with all sales channels for retention efforts on existing customer base. May sell products and services offered by the Company. May resolve inquiries received via telephone, e[1] mail, e-care, correspondence, TTY, and on-line chat. Customer interaction may result from a variety of contact methods, including but not limited to direct calls from customers, transferred callers or the resolution of trouble tickets. Responsibilities within the Premier Service Consultant (Hybrid) role may also include those that require additional training in other areas within the broad duties of general customer care once competency has been demonstrated. By way of example, these may include but are not limited to sales, saves, retention, high value customers, billing and adjustment teams, advanced technical support, and/or collections work. Exhibits in-depth knowledge of all products, services, rate plans, feature bundles, and offers to provide best solution options and totally resolve customer issues. Develops a proven track record of resolving issues and retaining customers. Performs other duties as assigned by management.

It is critical & significant to recognize & provide for the following:

The AT&T environment is constantly evolving to meet customer and competitive demands and will continue to do so; we need the flexibility to evolve with it.
Customer interactions that are viewed as requiring specialized skills today may be mainstreamed tomorrow as we continue to drive tools and technology to enable first call resolution at the frontline.
Training content, call types and responsibilities may change over time at the discretion of the company as the business evolves and our technology & tools advance.
Continued investment will be made in the self-service options we provide to our customers, eliminating the need for the customer to call in for service and allowing customers to self-service in additional areas.

GENERAL ESSENTIAL FUNCTIONS WHICH ARE NORMALLY REQUIRED: The essential functions listed below are representative of duties performed by this job title. Duties generally may include but are not limited to the following:

Answers customer/client requests or inquiries concerning services and products and reports problem areas.
Utilizes various systems and tools to initiate to assist and service customers.
Continually maintains working knowledge of all company products, services and promotions.

Make recommendations according to customers needs.
Utilizes operational systems to process purchases of all products and services.
Handles inquiries from customers related to billing, rate plans, features and services, network, coverage, handsets & devices, accessories, repair & troubleshooting, credits & adjustments, etc.

Handles credit checks, service activations and changes, and receivables management/collections May sell all services and products offered by the Company; handles inquiries on data products, services, billing and troubleshooting.

May handle WLNP, relocations, combined bill support, after hour inquiries, and pre[1] paid service.

Troubleshoots and resolves customer impacting issues such as but not limited to voice & data issues that span multiple networks and interdependent network elements, considering network conditions, connectivity, devices, applications, provisioning and billing. (Note: The skill and knowledge required will change with technology and application innovations.)

Provides support for products and services offered by the Company.
Assists customers with products and services such as but not limited to laptop connect services including air cards, USB devices, initial set-up, configuration of AT&T provided software & applications.
Handles less routine & repetitive matters and more complex troubleshooting scenarios.

Identifies, tracks & trends issues to assist in root cause elimination.
Proactively engages T3 support (network and IT) to address & resolve issues.
Engages third party vendors and suppliers as needed to address service faults & provide customer resolution.

Remains proficient in all billing, rate plan and feature matters.
Able to communicate effectively, both verbally and in writing.
Ability to engage in center or virtually with management as needs of the business require.

ESSENTIAL FUNCTIONS WHICH MAY BE REQUIRED FOR A PARTICULAR JOB:
Administer system functions on all opening, closing, and balancing procedures according to finance guidelines.
May be responsible for credit/inbound and outbound collections, activations, customer service, E-services, revenue, fraud, business and technical/roaming support inquiries, and other duties as required.
Ensure work area is maintained in a clean and professional environment; i.e. brochure stocks, promotions display and workstation.
Handles executive escalations to the office of the president as well as any other escalation as directed by management.
Handles regulatory escalations.
Demonstrates proficiency in all billing and technical matters to efficiently assist customers & resolve the escalation.
Coordinates effectively with other departments as needed to resolve customer issue.
Communicates effectively and timely to regulatory agencies as required per service level agreements.

PREFERRED QUALIFICATIONS:
At least one-year customer service experience preferred.
Call Center experience preferred.
Advanced Typing/keyboarding skills preferred.

SPECIAL JOB REQUIREMENTS:
Specific job assignments may require day, evening, weekend or holiday hours.
Be available, accessible, and accountable and technical/roaming support inquiries, and other duties as required.
Ensure work area is maintained in a clean and professional environment; i.e. brochure stocks, promotions display and workstation.
Handles executive escalations to the office of the president as well as any other escalation as directed by management.
Handles regulatory escalations.
Demonstrates proficiency in all billing and technical matters to efficiently assist customers & resolve the escalation.
Coordinates effectively with other departments as needed to resolve customer issue.
Communicates effectively and timely to regulatory agencies as required per service level agreements.

JOB REQUIREMENTS:
Specific job assignments may require day, evening, weekend or holiday hours.
Be available, accessible, and accountable to receive notifications related to unique scheduling needs (e.g., unexpected volume spikes, disaster recovery, etc.) as determined by the Company.
Be available, accessible and ready to work during established work schedules, e.g., on phone/available status in accordance with adherence measures as determined by the Company.
Occasional overtime may be required.
Ability to complete all required training in center or in a virtual environment inclusive of required knowledge checks as determined by the Company.
Be available, accessible, and accountable to participate in required security awareness training and testing (e.g., able to understand and validate knowledge of company requirements, compliance, and policies) as determined by the Company.
Be available, accessible, and accountable to comply with organizational security and compliance standards and participate in required security monitoring and audits (e.g., remote desktop observation, call and screen recordings, live webcam monitoring, home inspection of workspace, etc.) as determined by the Company.
Be accountable to protect workstation configuration and prevent configuration changes or personalization while using all technology tools as determined by the Company.
Follow WFH logistics guidelines (e.g., equipment receipt, equipment setup, travel considerations, workstation security processes, equipment return policies and processes, etc.) as determined by the Company.
Be available, accessible, and accountable to follow technical support processes (e.g., setup, troubleshooting, escalations, communications, etc.) as determined by the Company.
Be available, accessible, and accountable to participate in recurring management routines as determined by the Company. These in center or virtual meetings and routines may include, but are not limited to, attendance and participation at all required and ad hoc meetings (e.g., team huddles, coaching, disciplinary actions, training, investigatory meetings, grievances, etc.). These in center or virtual actions will take place via a variety of methods as technology allows and is developed, and may include telephone, teleconference software, video conference, messaging software, etc. as determined by the Company. Maintain a workspace in alignment with WFH standards (e.g., technical, security, physical, noise levels, Clean Desk policy etc.) and participate in workspace audits (e.g., in-center and remote desktop observation, call and screen recordings, live webcam monitoring, pictures of workspace setup, video chats, etc.) as determined by the Company.
Be available and accountable to regularly (e.g., daily, weekly, etc.) access performance management tools and review individual performance (e.g., dashboards, reports, etc.) as determined by the Company.
Be available, accessible, and accountable to participate in interaction and communication-related policies, processes, and audits inclusive of all work time not just interactions directly with customers. (e.g., remote desktop observation call and screen recordings, live webcam monitoring, in-center side-by-sides, chat audits, etc.) as determined by the Company.
Be available, accessible, and accountable to participate in manual and automated remote monitoring policies and practices (e.g., voice and screen recordings, desktop observation without notification, voice and chat analytics, real-time agent feedback inclusive of automated intelligence tools, etc.) to identify and address training, coaching, and quality opportunities as determined by the Company.
Be accountable to participate in and follow all organization-wide and WFH-specific published policies (e.g. Code of Conduct, Time Keeping Policy, etc.) as determined by the Company.
Must meet Minimum workspace requirements including verified internet service with upload/download ability as determined by the Company and established dedicated work area (desk, chair, electrical outlet, direct LAN connection)

PHYSICAL REQUIREMENTS: Ability to sit or stand for long durations (e.g., 8 hours) and engage with customers as dictated by needs of the business.

BASIC QUALIFICATIONS TESTS: Applicants will be expected to pass any assessments or tests associated with the position.

TRAINING:
Classroom and/or virtual training as dictated by needs of the business (e.g. in other areas within the broad duties of general customer care once competency has been demonstrated).
On-the-job training

Weekly Hours:

40

Time Type:

Regular

Location:

Tulsa, Oklahoma

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 law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities.