Call Center Collections Representative - Hybrid

AT&T • San Antonio, TX

6d • $18 - $20 • 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. This is a full-time position (40 hours/week) with a hybrid work model, requiring 3-4 days onsite at the San Antonio, Texas location and 1-2 days remotely from home. You will work a set schedule, including breaks, lunches, and scheduled open time to ensure availability to answer customer calls 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 business needs.

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 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.).
• Willingness to participate in workspace audits (e.g., remote desktop observation, call and screen recordings, live webcam monitoring, pictures of workspace setup, video chats, etc.).

Nice To Haves

• 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.

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.
• Work in a fast-paced environment handling a high volume of calls, chats, emails, or other 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 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.
• 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, and manual and automated remote monitoring policies.

Benefits

• Paid training
• Additional resources to support you
• Potential to earn $18.07 hourly - $20.16 hourly + additional incentives
• 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