Call Center Bilingual Collections Representative (English/Spanish) - Hybrid

AT&T•Miami, FL

3d•Hybrid

About The Position

This full-time fluent Bilingual (English/Spanish) position requires being able to hold a conversation both in English and Spanish. This hybrid-remote position reports to our 600 NW 79th Ave, Miami, FL 33126 location; if selected, you must be able to report to this location to work in center 3-4 days weekly and remotely from home 1-2 days weekly. This is your opportunity to be the voice of AT&T – a global leader in communications and technology working in a hybrid role that works both in center and from home. As a member of our team, you’ll redefine customer service, creating meaningful connections with each customer, helping them to stay connected to what matters the most.

Requirements

Fluent in English and Spanish, able to hold a conversation in both languages.
Must be able to report to 600 NW 79th Ave, Miami, FL 33126 location to work in center 3-4 days weekly and remotely from home 1-2 days weekly.
Verified internet service (secure, reliable, and dedicated high speed is required to support business needs).
Established dedicated work area (desk, chair, electrical outlet, direct LAN connection).
Workspace must be in alignment with WFH standards (e.g., technical, security, physical, noise levels, Clean Desk policy etc.).
Must be available, accessible, and accountable to work during established work schedules and shifts.
Must follow technical support processes.
Must comply with organizational security and compliance standards, trainings, performance management, recurring management routines, manual and automated remote monitoring policies, etc.
Unwavering Customer Focus
Strong Work Ethic
Adaptability
Problem-Solving Skills
Attention to Details

Responsibilities

Provide billing support and perform collections management to recover past due account balances and retain customers.
Use effective communication and interpersonal skills to assist customers with sensitive billing situations, negotiate payment arrangements, and process payment transactions.
Bring delinquent accounts current while upholding commitments to delivering excellent service and fostering customer loyalty.
Work in a fast-paced environment that handles a high volume of calls, chats, emails, or other types of customer interactions.
Instill confidence and loyalty in customers through thoughtful listening and utilizing knowledge of AT&T’s product and services to effectively service and retain customers.
Simplify the explanation of customer bills, rate plans and features of AT&T’s products and services.
Process customer payments and utilize negotiation skills to setup payment arrangements and collect balances on delinquent accounts in accordance with applicable laws, guidelines, and procedures.
Support customers with credit/inbound and outbound collections, activations, customer service, E-services, revenue, fraud, business and technical/roaming support inquiries, and other duties as required.
Work in center 3-4 days weekly and remotely from home 1-2 days weekly.
Work a set schedule including breaks, lunches and scheduled open time to ensure availability to answer the customer’s call and provide exceptional service.
May be cross trained to address a broad range of customer service call types including collections, retention, sales channel coordination, billing and adjustments, and advanced technical support based on the needs of business.
Round out experience with training on the latest technology, devices, and AT&T's entire lineup of products, services, and promotions.

Benefits

Medical/Dental/Vision coverage
401(k) plan
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 an additional PTO is provided based on the bargaining group to which you are hired.
Paid Parental 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