Customer Service Representative - Hybrid - AT & T

Job Description:

This hybrid position reports to our 600 NW 79th Avenue, Miami, FL location and works in center 3-4 days weekly and remotely from home 1-2 days weekly.  If selected, you must be able to report to this location.

This is your opportunity to be the voice of AT&T – a global leader in communications and technology, working from home! As a member of our team, you’ll redefine customer service, creating meaningful connections with each customer. Every interaction is an opportunity to introduce the latest technology, services and offers.

While you drive to meet your daily and monthly sales goals, you’ll help our customers stay connected to what matters the most. How you’ll make an impact In this multi-faceted role, you’ll be trained to address a broad range of customer service call types including, collections, retention, sales channel coordination, billing and adjustments and advanced technical support.

You’ll use creative problem-solving skills to address complex customer questions and concerns while navigating between multiple tools and systems to update customer accounts and maintain records.

Your goal will be to provide effective and timely resolutions for customers and deliver personalized recommendations for our latest products and services. Your consultative approach will help you meet monthly sales goals and to ultimately deliver an outstanding customer experience.

What your day-to-day will look like

- 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 key 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 suchas 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 Hybrid position (40 hours/week) you’ll be working in center 3-4 days weekly and remotely from home 1-2 days weekly. 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. What you can look forward to

- Paid training you’ll complete from in-center and home, and additional resources to support you. Our Premier Service Consultants earn $732.50 weekly/$18.31 Hourly + up to $3,000 in commissions monthly if all sales goals are met. Not to mention all the other amazing rewards that working at AT&T offers. Individual starting salary within this range may depend on geography, experience, expertise, and education/training.

Joining our team comes with amazing perks and benefits:

- Medical/Dental/Vision coverage - 401(k) plan

- Tuition reimbursement program - Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated 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

What we’re looking for:

- Call center or customer service experience.

- 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.

WFH 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 you will 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.

Want to learn more about our work from home roles? Watch this video. 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 ready to take the lead as the voice of AT&T, we’d love to hear from you! Apply today! #Virtualjob #Virtualwork #connectourcustomers .

The Premier Service Consultant (Hybrid) assists customers with questions and concerns on all products and services offered by the Company through research and resolution using various tools and systems. Handles telephone and virtual customer contacts while working in center 3-4 days weekly and remotely from home 1-2 days weekly.

-Coordinates with all sales channels for retention efforts on existing customer base. May sell products and services offered by the Company. May resolve inquiries received via telephone, e-mail, e-care, correspondence, TTY, and on-line chat.

-Customer interaction may result from a variety of contact methods, including but not limited to direct calls from customers, transferred callers or the resolution of trouble tickets.

Responsibilities within the Premier Service Consultant (Hybrid) role may 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 sales, saves, retention, high value customers, billing and adjustment teams, advanced technical support, and/or collections work.

-Exhibits in-depth knowledge of all products, services, rate plans, feature bundles, and offers to provide best solution options and totally resolve customer issues.

-Develops a proven track record of resolving issues and retaining customers.

Performs other duties as assigned by management. 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.

- 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.

GENERAL ESSENTIAL FUNCTIONS WHICH ARE NORMALLY REQUIRED:

The essential functions listed below are representative of duties performed by this job title. Duties generally may include but are not limited to the following:

- 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 maintains working knowledge of all company products, services and promotions.

- Make recommendations according to customer’s needs.

- Utilizes operational systems to process purchases of all products and services.

- 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 hour inquiries, and prepaid service.

- Troubleshoots and resolves customer impacting issues such as but not limited to voice & data issues that span multiple networks and interdependent network elements, considering network conditions, connectivity, devices, applications, provisioning and billing. (Note: The skill and knowledge required will change with technology and application innovations.)

- Provides support for products and services offered by the Company. - Assists customers with products and services such as but not limited to laptop connect services including air cards, USB devices, initial set-up, configuration of AT&T provided software & applications.

- Handles less routine & repetitive matters and more complex troubleshooting scenarios. - Identifies, tracks & trends issues to assist in root cause elimination. - Proactively engages T3 support (network and IT) to address & resolve issues.

- Engages third party vendors and suppliers as needed to address service faults & provide customer resolution.

- Remains proficient in all billing, rate plan and feature matters.

- Able to communicate effectively, both verbally and in writing.

- Ability to engage in center or virtually with management as needs of the business require.

ESSENTIAL FUNCTIONS WHICH MAY BE REQUIRED FOR A PARTICULAR JOB:

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

- May be 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.

- Ensure work area is maintained in a clean and professional environment, i.e. brochure stocks, promotions display and workstation.

- Handles executive escalations to the office of the president as well as any other escalation as directed by management.

- Handles regulatory escalations. - 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.

- Communicates effectively and timely to regulatory agencies as required per service level agreements.

PREFERRED QUALIFICATIONS:

- At least one-year customer service experience preferred.

- Call Center experience preferred.

- Advanced Typing/keyboarding skills preferred.

SPECIAL JOB REQUIREMENTS:

- Specific job assignments may require day, evening, weekend or holiday hours. - Be available, accessible, and accountable tod technical/roaming support inquiries, and other duties as required.

- Ensure work area is maintained in a clean and professional environment, i.e. brochure stocks, promotions display and workstation.

- Handles executive escalations to the office of the president as well as any other escalation as directed by management.

- Handles regulatory escalations. - 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.

- Communicates effectively and timely to regulatory agencies as required per service level agreements.

SPECIAL JOB REQUIREMENTS:

- Specific job assignments may require day, evening, weekend or holiday hours. - Be available, accessible, and accountable to receive notifications related to unique scheduling needs (e.g., unexpected volume spikes, disaster recovery, etc.) as determined by the Company.

- Be available, accessible and ready to work during established work schedules, e.g., on phone/available status in accordance with adherence measures as determined by the Company.

- Occasional overtime may be required.

- Ability to complete all required training in center or in a virtual environment inclusive of required knowledge checks as determined by the Company.

- Be available, accessible, and accountable to participate in required security awareness training and testing (e.g., able to understand and validate knowledge of company requirements, compliance, and policies) as determined by the Company.

- Be available, accessible, and accountable to comply with organizational security and compliance standards and participate in required security monitoring and audits (e.g., remote desktop observation, call and screen recordings, live webcam monitoring, home inspection of workspace, etc.) as determined by the Company.

- Be accountable to protect workstation configuration and prevent configuration changes or personalization while using all technology tools as determined by the Company.

- Follow WFH logistics guidelines (e.g., equipment receipt, equipment setup, travel considerations, workstation security processes, equipment return policies and processes, etc.) as determined by the Company.

- Be available, accessible, and accountable to follow technical support processes (e.g., setup, troubleshooting, escalations, communications, etc.) as determined by the Company.

- Be available, accessible, and accountable to participate in recurring management routines as determined by the Company. These in center or virtual meetings and routines may include, but are not limited to, attendance and participation at all required and ad hoc meetings (e.g., team huddles, coaching, disciplinary actions, training, - investigatory meetings, grievances, etc.). These in center or virtual actions will take place via a variety of methods as technology allows and is developed, and may include telephone, teleconference software, video conference, messaging software, etc. as determined by the Company.

- Maintain a workspace in alignment with WFH standards (e.g., technical, security, physical, noise levels, Clean Desk policy etc.) and participate in workspace audits (e.g., in-center and remote desktop observation, call and screen recordings, live webcam monitoring, pictures of workspace setup, video chats, etc.) as determined by the Company.

- Be available and accountable to regularly (e.g., daily, weekly, etc.) access performance management tools and review individual performance (e.g., dashboards, reports, etc.) as determined by the Company.

- Be available, accessible, and accountable to participate in interaction and communication-related policies, processes, and audits inclusive of all work time not just interactions directly with customers. (e.g., remote desktop observation call and screen recordings, live webcam monitoring, in-center side-by-sides, chat audits, etc.) as determined by the Company.

- Be available, accessible, and accountable to participate in manual and automated remote monitoring policies and practices (e.g., voice and screen recordings, desktop observation without notification, voice and chat analytics, real-time agent feedback inclusive of automated intelligence tools, etc.) to identify and address training, coaching, and quality opportunities as determined by the Company.

- Be accountable to participate in and follow all organization-wide and WFH-specific published policies (e.g., Code of Conduct, Time Keeping Policy, etc.) as determined by the Company.

- Must meet Minimum workspace requirements including verified internet service with upload/download ability as determined by the Company and established dedicated work area (desk, chair, electrical outlet, direct LAN connection)

PHYSICAL REQUIREMENTS:

- Ability to sit or stand for long durations (e.g., 8 hours) and engage with customers as dictated by needs of the business.

BASIC QUALIFICATIONS TESTS:

-Applicants will be expected to pass any assessments or tests associated with the position. TRAINING - Classroom and/or virtual training as dictated by needs of the business (e.g. in other areas within the broad duties of general customer care once competency has been demonstrated).

- On-the-job training.

Weekly Hours:

Time Type:

Location:

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. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities.