Call Center Collections Representative - Hybrid

AT&T • San Antonio, TX

22h • Hybrid

About The Position

This is a hybrid role where you will be the voice of AT&T, a global leader in communications and technology. You will redefine customer service by creating meaningful connections with customers and helping them stay connected to what matters most. In this multi-faceted role, you will be trained to provide billing support and perform collections management to recover past due account balances and retain customers. You will 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 AT&T's commitments to delivering excellent service and fostering customer loyalty. You will work in a fast-paced environment that handles a high volume of calls, chats, emails, or other types of customer interactions. You will instill confidence and loyalty in customers through thoughtful listening and utilizing your knowledge of AT&T’s products and services to effectively service and retain customers. You will be an expert at simplifying the explanation of customer bills, rate plans and features of AT&T’s products and services. You will process customer payments and utilize negotiation skills to set up payment arrangements and collect balances on delinquent accounts in accordance with applicable laws, guidelines, and procedures. You will 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.

Requirements

• Call center or customer service experience.
• Ability to adapt in a dynamic, fast-paced environment that caters to a variety of customer situations.
• Ability to defuse difficult customer situations.
• Ability to maintain a professional demeanor in stressful situations.
• Flexibility to work any schedule during hours of operation.
• 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.).
• Availability, accessibility, and accountability to work during established work schedules and shifts.
• Ability to follow technical support processes.
• Compliance with organizational security and compliance standards, trainings, performance management, recurring management routines, manual and automated remote monitoring policies, etc.

Responsibilities

• Provide billing support and perform collections management to recover past due account balances and retain customers.
• 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.
• Handle 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 products and services.
• 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 set up payment arrangements and collect balances on delinquent accounts.
• 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.
• 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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed