Customer Service Sales and Retention Call Center Representative - Hybrid- Hybrid

About the position

In this hybrid role, you will take the lead at the frontline of our company, working both in the center and from home. This multifaceted position involves assisting with telephone and virtual customer interactions, where you will work in the center 3-4 days a week and remotely from home 1-2 days a week. You will utilize various tools and systems, including telephone, email, e-care, correspondence, TTY, and online chat, to meet the evolving needs of our customers and the competitive demands of the market. Your success in this role will depend on your in-depth knowledge of AT&T's products and services, as well as your ability to provide effective resolutions to customer inquiries. As a Premier Service Consultant, you will develop experience with a broad range of customer service call types, including advanced technical support, collections, retention, sales channel coordination, and billing adjustments. You will engage with third-party vendors and suppliers as needed to address service faults and provide customer resolution. Your responsibilities will also include identifying, tracking, and rendering issues to assist in various root cause eliminations. You will handle wireless local number portability (WLNP), relocations, combined bill support, after-hours inquiries, and pre-paid service. Additionally, you will troubleshoot and resolve customer-impacting issues related to voice and data across multiple networks and interdependent network elements, considering network conditions, connectivity, devices, applications, provisioning, and billing. To succeed in this role, you will need to maintain proficiency in all billing, rate plan, and feature matters. You will also be required to have a dedicated workspace that meets our work-from-home standards, including verified internet service with a minimum upload speed of 12mb and download speed of 18mb. AT&T will provide the necessary equipment to get started, including a keyboard, monitor, computer, and mobile device. Your workspace will be subject to audits to ensure compliance with technical, security, and physical standards. You will need to be available and accountable to work during established schedules and shifts, following technical support processes and complying with organizational security and compliance standards.

Responsibilities
? Assist with telephone and virtual customer interactions.
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? Work in the center 3-4 days weekly and remotely from home 1-2 days weekly.
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? Utilize various tools and systems for customer service, including telephone, email, e-care, correspondence, TTY, and online chat.
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? Drive tools and technology to enable first call resolution.
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? Engage with third-party vendors and suppliers to address service faults and provide customer resolution.
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? Identify, track, and render issues to assist in root cause eliminations.
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? Handle wireless local number portability (WLNP), relocations, combined bill support, after-hours inquiries, and pre-paid service.
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? Troubleshoot and resolve customer-impacting issues related to voice and data across multiple networks.
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? Maintain proficiency in all billing, rate plan, and feature matters.

Requirements
? At least one year of customer service experience.
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? Call center experience preferred.
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? Advanced typing/keyboarding skills.

Nice-to-haves
? Flexibility to work any schedule during hours of operation is essential.
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? Specific job assignments may require day, evening, weekend, or holiday hours.

Benefits
? Medical/Dental/Vision coverage
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? 401(k) plan
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? Tuition reimbursement program
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? Paid Time Off and Holidays (at least 23 days of vacation each year and 9 company-designated holidays)
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? Paid Parental Leave
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? Paid Caregiver Leave
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? Additional sick leave beyond what state and local law require may be available but is unprotected
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? Adoption Reimbursement
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? Disability Benefits (short term and long term)
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? Life and Accidental Death Insurance
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? Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
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? Employee Assistance Programs (EAP)
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? Extensive employee wellness programs
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? 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.

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