Customer Service Representative

What's in it for you?

Start with the paycheck: Customer Service Representatives
start between $13.62 and $15.11 per hour. We'll provide on-the-job paid training
and resources in a supportive environment that encourages your professional
growth. 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 that a full benefit package,
including medical, dental, vision, 401(k), tuition reimbursement, paid time
off, and work/life resources.

Take the lead at the front line of our company. You'll
offer customized solutions, opportunities and provide service for millions of
customers - one at a time. Be a part of an award-winning team that passionately
cares about customers. Your expert recommendations will ensure customers get
the most out of the technology they love.

What does it take to deliver best-in-class service and technology? Excellent
communication skills. You'll handle customer service calls ranging from billing
and payments to plan changes and upgrades. Your consultative approach to
customers' needs will deliver personalized recommendations of AT&T products
and services.  

Do you have prior customer service/sales experience or a college degree? If so,
you may be eligible for higher pay.

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.

Handles past due accounts,
negotiate for payments, customer questions, complaints, and billing inquiries
with the highest degree of courtesy and professionalism to resolve customer
issues with one call resolution. Offers alternative solutions where appropriate
with the objective of retaining customer's business. Handles business
transactions in connection with activation of new customer accounts on a
computer terminal. Communicates with customers using web-based tools and
demonstrates the associated proficiency in typing and grammar. Has broad working knowledge of AT&T
practices and operations and demonstrates continued and consistent proficiency
in most of the skill sets utilized within the Host Call Center. May assist
management with scheduling and tracking of the workforce and vacation schedules
in accordance with set Company guidelines and requirements. May assist in
training new employees. Performs other duties as assigned by management.

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:

• Utilize operational systems to process purchases of
AT&T products and services; i.e. collections, payments for Wireless bills
and accessories

• Answers customer/client requests or inquiries concerning services, products,
billing, equipment, claims, and reports problem areas

• May be required to work in one or multiple queues/skill sets over various
customer contact channels

• Responsible for improving customer retention through programs and service
provided to the customer

• Utilizes mechanized systems to initiate and complete service orders and
handle customer requests

• Continually maintain working knowledge of all company products, services and
promotions

• Make recommendations according to customer's needs on features, accessories,
upgrades and rate plans

ESSENTIAL FUNCTIONS WHICH MAY BE REQUIRED FOR A
PARTICULAR JOB:

• Administer system functions on all opening, closing, and balancing procedures
to according to finance guidelines

• Responsible responsible for credit/inbound and outbound collections,
activations, customer service, E-services, revenue, fraud, business and
technical/roaming support inquiries, and other duties as required

PHYSICAL REQUIREMENTS:

• No physical requirements

Required Qualifications:

TESTS: Applicants will be expected to pass any assessment associated with the
position.

Study Guide for pre-employment screening (click the link below to open the
study guide)

Mobility Call Center Assessment (MCCA)

TRAINING:

• Classroom training

• On-the-job training

• On-line training

SPECIAL JOB REQUIREMENTS:

• Specific job assignments may require day, evening, weekend or holiday hours.
Overtime may be required

• One-year customer service work experience preferred. Excellent communication
and computer skills

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.


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