Job Overview

Job Description:

This position requires office presence of a minimum of 5 days per week and is only located in the location(s) posted.  No relocation is offered.

Join AT&T and reimagine the communications and technologies that connect the world. Our Consumer Technology experience team is delivering innovative and reliable technology solutions to power differentiated, simplified customer experiences. Bring your bold ideas and fearless risk-taking to redefine connectivity and transform how the world shares stories and experiences that matter. When you step into a career with AT&T, you won’t just imagine the future- you’ll create it.

Key customer contact owning responsibility for the customer experience in areas such as: advocacy, escalation management, provisioning, billing, maintenance, and customer education.

Key Roles and Responsibilities:

• Acts as customer point of contact for management of service issues
• Collaborates with sales, network, operations, and affiliate organizations to develop customer specific action plans to address service issues and/or billing escalations, develop service agreements and provide reports/tools to measure performance-based on those agreements
• Interacts with customers prior (RFX) to and/or after sale (Day #2) to develop and maintain positive customer relations
• This position is held accountable for resolving customer issues to ensure customer satisfaction on a 24 x 7 basis
• Position has independent authority to escalate to whatever level as necessary to expeditiously resolve customer complaints
• Uses online tools to extract, analyze and customize data for stewardship reports that include provisioning, maintenance, and billing items
• Analysis of performance data drives the actionable items to support customer need, including development of programs to minimize churn
• Responsible for bringing resolution to issues, engaging other departments as necessary and being champion for status reports back to customer
• Uses various systems to troubleshoot problems and determines possible resolution or department to refer problem to
• Promote & educate customers on use of self-service online account maintenance and billing tools with the customers as an alternative approach to resolve customer issues
• Oversees the implementation of customer projects which fall outside of the National Project Management scope by developing a written project plan to matrix-manage the project across applicable Centers of Excellence

Education: High school diploma, equivalent

Supervisory: No

Qualifications:

• Five or more years provisioning, billing, and/or maintenance experience
• Extensive Customer Care Experience
• Strong Customer interface skills
• Experience working with Large Global Customers
• Project Management Experience
• Knowledge of and/or experience working with the following systems and software: Microsoft Word, Excel and PowerPoint

Desired Qualifications:

• Knowledge of internal AT&T platforms/systems/tools
• Experience supporting Government/Public Sector/National Security/First Responder customers
• Knowledge of mobility devices, networks, operating systems
• Background in Mobility Sales and Service Management

Principal Functional Skills / Competencies associated with this Title:

• Customer Behavior and Preferences
• Customer Interaction
• Customer Relationship Management (CRM)
• Customer Service Management
• Customer Support Function
• Data Analysis Tools
• Knowledge of Customers
• Office Support Tools
• Problem Management Process
• Service Request Management Process

Our Senior Tech Service Mgmt, earn between $94,300 - $158,400. 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

A career with us, a global leader in communications and technology, comes with big rewards. As part of our team, you’ll lead transformation surrounded by trailblazing industry leaders like you. You’ll be empowered to go above and beyond – making a difference through company-sponsored initiatives or connecting and networking through one of our many employee groups.

And regardless of where you’re at in your career trajectory, you’ll be rewarded by the impact that comes with making a difference in the lives of millions.

With AT&T, you’ll be a part of something greater, do incredible things and be rewarded with a chance to change the world.

AT&T will consider for employment qualified applicants in a manner consistent with the requirements of federal, State, and local laws.

Ready to close the deal on a career with AT&T?

Apply today.

Weekly Hours:

Time Type:

Location:

Salary Range:

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.