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Customer Service Representative

1 month ago

Johnson City, Tennessee, United States AT&T Full time
Job Description:

This role reports to our Johnson City, TN location. If considered, you must be able to report to this location.

This career move would be a great fit for those considering jobs like Wireless Sales, Call Center Representative, Inbound Sales Representative, or Call Center Agent.

You'll redefine customer service, creating meaningful connections with each customer, helping them to stay connected to what matters most.

Key Responsibilities:
  • Provide billing support and perform collections management to recover past due account balances and retain customers.
  • Use effective communication and interpersonal skills to assist customers with sensitive billing situations, negotiate payment arrangements, and process payment transactions.
  • Bring delinquent accounts current while upholding our commitments to delivering excellent service and fostering customer loyalty.
What You'll Do:
  • Work in a fast-paced environment that handles a high volume of calls, chats, emails, or other types of customer interactions.
  • Instill confidence and loyalty in customers through thoughtful listening and utilizing your knowledge of AT&T's product and services to effectively service and retain customers.
  • Process customer payments and utilize negotiation skills to setup payment arrangements and collect balances on delinquent accounts in accordance with applicable laws, guidelines, and procedures.
  • Support customers with credit/inbound and outbound collections, activations, customer service, E-services, revenue, fraud, business and technical/roaming support inquiries, and other duties as required.
Requirements:
  • Call center or customer service experience.
  • Ability to adapt in a dynamic, fast-paced environment that caters to a variety of customer situations, including defusing difficult customer situations and the ability to maintain a professional demeanor in stressful situations.
  • 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.
What We Offer:
  • Competitive hourly rate of $18.31 + additional incentives.
  • Paid training and additional resources to support you.
  • Medical/Dental/Vision coverage.
  • 401(k) plan.
  • Tuition reimbursement program.
  • Paid Time Off and 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.
Work from Home Requirements:
  • You will need verified internet service (secure, reliable, and dedicated high speed is required to support business needs) and an established dedicated work area (desk, chair, electrical outlet, direct LAN connection). AT&T will provide all of 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 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.
Career Possibilities:

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.

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.