Call Center Customer Care Representative

Role Overview

• Support business customers with a wide range of requests, including billing, service changes, troubleshooting, collections, sales, and technical support for all AT&T products and services.
• Use multiple tools to resolve issues, update accounts, and handle inquiries about rate plans, devices, network coverage, returns, and more.
• Instill confidence and loyalty in customers through thoughtful listening and clear communication.
• Simplify and explain customer bills, rate plans, and features of AT&T’s products and services.
• Troubleshoot and resolve customer-impacting issues, including voice and data problems that span multiple networks and interdependent network elements.
• Engage Tier 3 support (network and IT), third-party vendors, and suppliers as needed to resolve service faults and provide customer resolutions.
• Support wireless local number portability (WLNP), relocations, combined bill support, after-hours inquiries, and pre-paid service.
• Assist customers with the latest products and services, such as air cards, USB devices, and AT&T-provided software and applications.
• Manage all aspects of customer accounts, including activations, service changes, credit checks, collections, and maintenance of accurate records and reports.
• Interface with other departments, distribution centers, and management to resolve order, return, inventory, and escalation issues.
• Support returns, exchanges, upgrades, accessory orders, missing order requests, and inventory management for various locations.
• Sell products and services, making personalized recommendations based on customer needs.

Requirements

• At least one year of customer service experience preferred; call center experience preferred.
• 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.
• Unwavering Customer Focus
• Strong Work Ethic
• Problem-Solving Skills
• Attention to Details

Benefits

• Employee discounts up to 50% off on eligible AT&T mobility plans and accessories
• AT&T internet (and fiber where available) and AT&T home phone
• Tuition reimbursement program
• Paid Time off and holidays
• Employees receive 1 week of paid time off (PTO) after 6 months and 2 weeks after the first year. There are at least 8 company-designated holidays, and additional PTO is provided based on the bargaining group to which you are hired.
• Paid Parental Leave
• Medical/Dental/Vision coverage
• 401(k) plan
• 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