Call Center Collections Representative - Hybrid

AT&T•San Antonio, TX

1d•$18 - $20•Hybrid

About The Position

This is an 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. 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.

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).
Availability, accessibility, and accountability to work during established work schedules and shifts.
Ability to follow technical support processes.
Ability to comply with organizational security and compliance standards, trainings, performance management, recurring management routines, manual and automated remote monitoring policies.

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 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.
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.

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