Client Service Specialist


Start with the paycheck :


Client Service Specialist make up to $18.80 per hour ($39,104 annually) depending on your relevant verifiable work experience and education.

Additional financial incentives are currently available based on performance. AND, you receive an automatic pay increase every 6 months of active service up to top pay!

You'll receive 50% off your AT&T wireless service and discounts on other AT&T products and services (i.e. DirecTV, WIFI, etc..).
Add to all of that a full benefit package, including medical, dental, vision, 401(k), tuition reimbursement, paid time off, and work/life resources

What You'll Do:

  • Client Service Specialist 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/collections; may 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 hours inquiries, pre-paid service.
  • May resolve inquiries received via telephone, e-mail, e-care, correspondence, TTY, on-line chat. Customer interaction may result from direct calls from customers, transferred callers or the resolution of trouble tickets.
Responsibilities within Client Service Specialist 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 saves, high value customers, billing and adjustment teams. 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. Improved tools, systems and integrated applications will enable the resolution of the majority of our customer interactions closer to the customer - Client Service Specialist, first call.
  • 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.
In addition to the above considerations, there are operational premises that also exist for this title:
  • Talk with customers, either directly from IVR, transfers, tickets, escalations or on an outbound basis.
  • Can be assigned CSR1 work as needed to support business needs (on an occasional and not primary assignment).
  • CSR1s may also be assigned to perform some duties of a Client Services Specialist if occasional and not primary to regular job assignment (may be eligible for a differential per the applicable contract).
GENERAL DUTIES
The essential functions listed below are representative of duties performed by this job title. Duties generally include but are not limited to the following:

GENERAL ESSENTIAL FUNCTIONS WHICH ARE NORMALLY REQUIRED:
  • 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 maintain working knowledge of all company products, services and promotions.
  • Make recommendations according to customer's needs.
  • Utilize operational systems to process purchases of all products and services.
  • Administer system functions on all opening, closing, and balancing procedures to according to finance guidelines.
  • Handles executive escalations to the office of the president as well as any other escalation as directed by management.
  • Handles regulatory escalations.
  • Exhibits in-depth knowledge of all products, services, rate plans, feature bundles, and offers to provide best solution options and totally resolve customer issues.
  • Demonstrates proficiency in all billing and technical matters to efficiently assist customers & resolve the escalation.
  • Coordinates effectively with other departments as needed to resolve customer issue.
  • Able to communicate effectively, both verbally and in writing.
  • Develops a proven track record of resolving issues and retaining customers.
  • Communicates effectively and timely to regulatory agencies as required per service level agreements.
  • Identifies, tracks and trends issues to assist in root cause elimination and a reduction in escalations.


PHYSICAL REQUIREMENTS
  • No physical requirements.

BASIC QUALIFICATIONS

TESTS:

SPECIAL JOB REQUIREMENTS:
  • Specific job assignments may require day, evening, weekend or holiday hours. Occasional overtime may be required.

TRAINING
  • Classroom training.
  • On-the-job training.


Provisions listed in these Job Descriptions may be changed or modified by AT&T Mobility without prior notice at any time at the Company's sole discretion.

Study Guide for pre-employment screening ( click the link below to

            open the study guide)

Call Center Assessment (CCA)


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