Customer Service Sales and Retention Call Center Representative

Job Overview 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, 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 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. (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 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.We prefer that you have:At least one year customer service experienceCall Center experienceAdvanced typing/keyboarding skillsWhat you can look forward toPaid training you'll complete from in-center and home, and additional resources to support you. Our Premier Service Consultant earn $17.41-$20.22/hour + 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 coverage401(k) planTuition reimbursement programPaid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)Paid Parental LeavePaid Caregiver LeaveAdditional sick leave beyond what state and local law require may be available but is unprotectedAdoption ReimbursementDisability Benefits (short term and long term)Life and Accidental Death InsuranceSupplemental benefit programs: critical illness/accident hospital indemnity/group legalEmployee Assistance Programs (EAP)Extensive employee wellness programsEmployee 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 we're looking forCall center or customer service experienceFlexibility 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 you're 18 years or older, let's 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 customer's 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/collectionsMay 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.Weekly Hours:40Time Type:RegularLocation:Tulsa, OklahomaIt 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. Job ID R-25222 Date posted 06/03/2024