Instill confidence and loyalty in customers through thoughtful listening and clear communication, utilizing your knowledge of AT&T’s products and services to effectively service and retain customers.
Simplify and explain customer bills, rate plans, and features of AT&T’s products and services.
Troubleshoot and resolve customer-impacting issues, including voice and data problems that span multiple networks and interdependent network elements, considering network conditions, connectivity, devices, applications, provisioning, and billing.
Engage Tier 3 support (network and IT), third-party vendors, and suppliers as needed to resolve service faults and provide customer resolutions.
Support wireless local number portability (WLNP), relocations, combined bill support, after-hours inquiries, and pre-paid service.
Assist customers with the latest products and services, such as air cards, USB devices, AT&T-provided software and applications.
Manage all aspects of customer accounts, including activations, service changes, credit checks, collections, and maintenance of accurate records and reports.
Interface with other departments, distribution centers, and management to resolve order, return, inventory, and escalation issues.
Support returns, exchanges, upgrades, accessory orders, missing order requests, and inventory management for various locations.
Sell products and services, making personalized recommendations based on customer needs.

At least one year of customer service experience preferred; call center experience preferred.
Flexibility to work any schedule during hours of operation is essential 5 am – 10 pm, Monday -Sunday (2 days off).
Specific job assignments may require day, evening, weekend, or holiday hours.
Occasional overtime may be required.
Unwavering Customer Focus
Strong Work Ethic
Adaptability
Problem-Solving Skills
Attention to Details

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
At least 8 company-designated holidays
Additional PTO is provided based on the bargaining group
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

Call Center Customer Service Representative

Key skills