About this role
Role Overview
- You’ll instill confidence and loyalty in the customers through thoughtful listening, utilizing your knowledge of AT&T’s products and services to effectively service and retain customers.
- You’ll be an expert at simplifying the explanation of customer bills, rate plans, and features of AT&T’s products and services.
- You’ll also engage Tier 3 support (network and IT), third party vendors and suppliers as needed to address issues, service faults and provide customer resolution.
- With your vital knowledge, you’ll handle wireless local number portability (WLNP), relocations, combined bill support, after hours inquiries and pre-paid service.
- You'll use your problem-solving skills to troubleshoot and resolve various customer-impacting issues such as voice and data, that span multiple networks and elements.
- You'll need to keep up with changes to technology and applications, so you can provide the best resolution for the customer.
- Get customers up and running with the latest products and services such as air cards, USB devices, as well as AT&T-provided software & applications.
- In this full-time position (40 hours/week) you’ll work a set schedule including breaks, lunches and scheduled open time to ensure availability to answer the customer’s call and provide exceptional service.
Requirements
- Call center or customer service experience.
- Flexibility to work any schedule during hours of operation of 7:45am
- 7pm Monday
- Friday is essential. Specific job assignments may require day, evening, weekend, or holiday hours.
- Occasional overtime may be required.
- Desire to work onsite in one of our call centers.
Benefits
- Employee discounts up to 50% off on eligible AT&T mobility plans and accessories
- AT&T internet (and fiber where available)
- AT&T home phone
- Tuition reimbursement program
- Paid Time off and holidays
- Employees receive 1 week of paid time off (PTO) after 6 months and 2 weeks after the first year. There are at least 6 company-designated holidays, and additional PTO is provided based on the bargaining group to which you are hired.
- Paid Parental Leave
- Medical/Dental/Vision coverage
- 401(k) plan
- 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