Job Overview

Job Description:

Take the lead at the frontline of our company in a hybrid role that works in center and from home. In this multifaceted role, you’ll assist with telephone and virtual customer interactions working in center 3-4 days weekly and remotely from home 1-2 days weekly. You’ll utilize various tools and systems (telephone, e-email, e-care, correspondence, TTY and online chat) for this WFH Hybrid role. You’ll proactively evolve to meet customers’ needs and competitive demands. Success will depend upon your in-depth knowledge of AT&T’s products and services and your ability to provide effective resolutions. Our call center environment is constantly evolving so we’ll look to you to drive tools and technology to enable first call resolution.

In the process, you’ll develop experience with a broad range of customer service call types like: advanced technical support, collections, retention, sales channel coordination and billing and adjustments. You’ll also engage third party vendors and suppliers as needed to address service faults and provide customer resolution. You may be tasked with identifying, tracking and rendering issues to assist in various root cause eliminations. In addition to these duties, you’ll be required to:

- Handle wireless local number portability (WLNP), relocations, combined bill support, after hours inquiries and pre-paid service.

- Troubleshoot and resolve 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.)

- Assist 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.

- Proactively engage T3 support (network and IT) to address & resolve issues. - Remain proficient in all billing, rate plan and feature matters.

WFH Requirements: - Must have 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). Company will provide equipment (keyboard, monitor, computer, mobile device, etc.)

- Must maintain workspace in alignment with WFH standards (e.g., technical, security, physical, noise levels, Clean Desk policy etc.) and participate in workspace audits (e.g., remote desktop observation, call and screen recordings, live webcam monitoring, pictures of workspace setup, video chats, etc.).

- 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.

We prefer that you have:

- At least one year customer service experience

- Call Center experience

- Advanced typing/keyboarding skills

What’s in it for you?

We’ll offer paid training that you’ll complete from in center and home as well as resources to encourage your career growth. Our Premier Service Consultant earn between $16.16 - $18.76 plus commission if sales are met. We also offer a competitive compensation package. You’ll also gain an amazing benefits package with medical/dental coverage, 401(k) plan, tuition reimbursement and paid time off. Rounding out these benefits and perks we also provide 50% employee discount on:

- Eligible AT&T wireless plans (up to two accounts per employee; up to 10 lines per account) and wireless accessories.

- AT&T Internet (Fiber where available)

- AT&T phone & AT&T wireless home phone 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 18years or older, let’s talk. #virtualjob #virtualwork .

JOB DESCRIPTION:

The Premier Service Consultant (WFH 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 (WFH 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 hours inquiries, pre-paid 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, 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.

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.