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

AT&T•San Antonio, TX

1d•$18 - $19•Hybrid

About The Position

This job reports to our (1010 N Saint Mary’s St. San Antonio, Texas 78215) location. If you are considered, you must be able to report to this location. Take the lead at the frontline of our company in a hybrid role (3-4 days onsite) that works in center and from home. 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. How you’ll make an impact: In this multi-faceted role, you’ll be trained to provide billing support and perform collections management to recover past due account balances and retain customers. You’ll use effective communication and interpersonal skills to assist customers with sensitive billing situations, negotiate payment arrangements, and process payment transactions. Your goal will be to bring delinquent accounts current while upholding our commitments to delivering excellent service and fostering customer loyalty. What your day-to-day will look like: You’ll work in a fast-paced environment that handles a high volume of calls, chats, emails, or other types of customer interactions. You’ll instill confidence and loyalty in customers through thoughtful listening and utilizing your knowledge of AT&T’s product and services to effectively service and retain customers. You’ll be an expert at simplifying the explanation of customer bills, rate plans and features of AT&T’s products and services. You’ll 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. You’ll 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. In this full-time Hybrid position (40 hours/week) you’ll be working in center 3-4 days weekly and remotely from home 1-2 days weekly. You’ll work a set schedule including breaks, lunches and scheduled open time to ensure availability to answer the customer’s call and provide exceptional service. Premier Service Consultants 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. 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 ready to take the lead as the voice of AT&T, we’d love to hear from you! If you are considering jobs like Wireless Sales, Call Center Representative, Customer Service Representative, Inbound Sales Representative, or Call Center Agent, this career move would be a great fit! Your future is calling. Apply today! #LI-Hybrid Weekly Hours: 40 Time Type: Regular Location: San Antonio, Texas 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. AT&T is a fair chance employer and does not initiate a background check until an offer is made. We are pioneers of making connections and have been ever since Alexander Graham Bell invented the telephone and founded our company. That was nearly 150 years ago, and we haven’t stopped innovating since. At our core, we help bring families, communities, and businesses together with the products and services they need to thrive every day. From the widespread and growing availability of 5G and Fiber to working on things we once only dreamed of—at AT&T, we create connections that change the world.

Requirements

Call center or customer service experience.
Ability to adapt in a dynamic, fast-paced environment that caters to a variety of customer situations, including defusing difficult customer situations and the ability to maintain a professional demeanor in stressful situations.
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.
Verified internet service (secure, reliable, and dedicated high speed is required to support business needs).
An 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 participate in workspace audits (e.g., remote desktop observation, call and screen recordings, live webcam monitoring, pictures of workspace setup, video chats, 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.

Nice To Haves

Bilingual (English/Spanish) skills.

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.
Receive training on the latest technology, devices and AT&T's lineup of products, services and promotions.

Benefits

Paid training
Medical/Dental/Vision coverage
401(k) plan
Tuition reimbursement program
Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
Paid Parental Leave
Paid Caregiver 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
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