ATT Call Center Customer Service Representative-Hybrid 

United States, Indiana, Evansville 

18016370

This position offers a $2,500.00 sign on bonus paid out as follows: first $500 payment 30 days after hire date, second $1,000 payment 6 months after hire date and third $1,000 payment 1 year after hire date.

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, 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.)

WFH Requirements: - You will need verified internet service with minimum of 12mb upload speed and 18mb download speed and an established dedicated work area (desk, chair, electrical outlet, surge protector, direct LAN connection). AT&T will provide 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’ll 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.

- Call Center experience

- Advanced typing/keyboarding skills

We’ll offer paid-training that you’ll complete from home as well as resources to encourage your career growth. We also offer a competitive compensation package.Our Premier Service Consultants earn [$19.61 hourly].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)

- 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.

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:

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

- Handles credit checks, service activations and changes, and receivables management/collections

- 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.)

- Identifies, tracks & trends issues to assist in root cause elimination.

- Proactively engages T3 support (network and IT) to address & resolve issues.

- 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.

- 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 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.

- 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.

- 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.

- 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.

- On-the-job training

Evansville, Indiana07/03/2024