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Customer Service Sales and Retention Call Center Representative

3 months ago

Tulsa, United States AT&T Full time

Job Description: Don’t miss this opportunity to jumpstart your sales career. Come interview with us in-person at our upcoming open recruiting session in the Tulsa, OK area on July 25th Join us at our AT&T Call Center: 15901 E Skelly Dr Tulsa, OK 74116 Date: Thursday, July 25th Time: 10am-4pm cst To save time, please apply and complete testing ahead of time. 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, you’ll assist with telephone and virtual customer interactions working in center 3-4 days weekly and remotely from home 1-2 days weekly. You’ll utilize various tools and systems (telephone, e-email, e-care, correspondence, TTY and online chat) for this WFH Hybrid role. You’ll proactively evolve to meet customers’ needs and competitive demands. Success will depend upon your in-depth knowledge of AT&T’s products and services and your ability to provide effective resolutions. Our call center environment is constantly evolving so we’ll look to you to drive tools and technology to enable first call resolution. In the process, you’ll develop experience with a broad range of customer service call types like: advanced technical support, collections, retention, sales channel coordination and billing and adjustments. You’ll 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, you’ll 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. 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 you’ll 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 you’ll 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. Preferred Qualifications: At least one year customer service experience Call Center experience Advanced typing/keyboarding skills What you can look forward to: Paid training you’ll complete from in-center and home, and additional resources to support you. Our Premier Service Consultant earns $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 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. 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. #J-18808-Ljbffr