Call Center Customer Care Representative

AT&T•Tulsa, OK

46d•$21•Onsite

About The Position

This is your opportunity to be the voice of AT&T-a global leader in communications and technology. As a member of our team, you'll redefine customer service, creating meaningful connections with each customer. Every interaction is a chance to introduce the latest technology, services, and offers. While you work to meet your daily and monthly sales goals, you'll help our customers stay connected to what matters most. As a Business Premier Service Consultant, you'll assist business customers with requests, questions, and inquiries on all AT&T products and services. In this multi-faceted role, you'll be trained to handle a wide range of customer service call types, including billing, collections, retention, service activations and changes, credits and adjustments, troubleshooting, advanced technical support, and more. You'll use creative problem-solving skills to address complex customer questions and concerns while navigating between multiple tools and systems to update customer accounts and maintain records. Your consultative approach will help you meet monthly sales goals and deliver an outstanding customer experience.

Requirements

Call center or customer service experience.
Flexibility to work any schedule during our hours of operation (may include day, evening, weekend, or holiday hours). Occasional overtime may be required.
Desire to work onsite in one of our call centers.
Strong communication and problem-solving skills.
Ability to adapt to evolving technology, tools, and business needs.
Ability to sit or stand for long durations (e.g., 8 hours) and engage with customers as dictated by business needs.
May require passing assessments or tests associated with the position.
Must be able to adapt to changing business needs, responsibilities, and technology.

Nice To Haves

At least one year of customer service experience.
Call center experience.
Advanced typing/keyboarding skills.

Responsibilities

Instill confidence and loyalty in customers through thoughtful listening and expert knowledge of AT&T's products and services.
Simplify and explain customer bills, rate plans, and features.
Engage Tier 3 support (network and IT), third-party vendors, and suppliers as needed to resolve service faults.
Handle wireless local number portability (WLNP), relocations, combined bill support, after-hours inquiries, and pre-paid services.
Troubleshoot and resolve customer-impacting issues such as voice and data problems that span multiple networks and devices.
Stay up to date with changes in technology and applications to provide the best solutions for customers.
Assist customers with setup and use of the latest products and services, such as air cards, USB devices, and AT&T-provided software.
Work a full-time, set schedule (40 hours/week) that includes breaks, lunches, and scheduled open time to ensure availability for customer calls and exceptional service.
Answer customer/client requests or inquiries concerning services and products.
Use various systems and tools to assist and service customers.
Maintain working knowledge of all company products, services, and promotions.
Make recommendations according to customer needs.
Process purchases, handle billing and rate plan inquiries, and troubleshoot technical issues.
Manage credit checks, service activations, changes, and collections.
Support customers with laptop connect services, air cards, USB devices, and AT&T software.
Engage with internal and external partners for issue resolution.
Maintain appropriate records and prepare required reports.

Benefits

Competitive compensation package starting $21.45 per hour.
Paid training and additional resources to support your growth.
Excellent benefits package, including medical/dental/vision coverage, 401(k) plan, tuition reimbursement, and paid time off.
Employee discounts of up to 50% on eligible AT&T wireless plans and accessories, Internet (Fiber where available), and home phone.
Career development opportunities with limitless possibilities at AT&T.

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