Call Center Customer Service Representative

AT&T•Charlotte, NC

About The Position

As a member of AT&T, the Call Center Customer Service Representative supports business customers with requests involving billing, service changes, troubleshooting, collections, sales, and technical support for AT&T products and services. The role uses multiple tools to resolve issues, update accounts, and answer questions about rate plans, devices, network coverage, returns, and other services. Through strong problem-solving and communication, the representative delivers customer experiences, collaborates with other teams, and stays current on AT&T technology and offerings. The representative helps customers understand bills, plans, and product features; troubleshoots voice and data issues across networks and related systems; and engages Tier 3 support, vendors, and suppliers as needed. The role also manages account activity, assists with orders and returns, maintains records, and recommends products and services suited to customer needs. AT&T provides paid training on its technology, devices, products, services, and promotions.

Requirements

Flexibility to work any schedule during hours of operation.
Strong customer focus.
Strong work ethic.
Adaptability.
Problem-solving skills.
Attention to detail.
Ability to work a flexible 40-hour-per-week schedule, which may include nights, weekends, and overtime.

Nice To Haves

At least one year of customer service experience.
Call center experience.

Responsibilities

Build customer confidence and loyalty through attentive listening, clear communication, and knowledge of AT&T products and services.
Explain customer bills, rate plans, and product and service features.
Troubleshoot and resolve customer-impacting voice and data issues, considering network conditions, connectivity, devices, applications, provisioning, and billing.
Engage Tier 3 network and IT support, third-party vendors, and suppliers to resolve service faults and customer issues.
Support wireless local number portability, relocations, combined bill support, after-hours inquiries, and prepaid service.
Assist customers with products and services such as air cards, USB devices, and AT&T-provided software and applications.
Manage customer accounts, including activations, service changes, credit checks, collections, and accurate records and reports.
Coordinate with other departments, distribution centers, and management to resolve order, return, inventory, and escalation issues.
Support returns, exchanges, upgrades, accessory orders, missing order requests, and inventory management for various locations.
Sell products and services and make personalized recommendations based on customer needs.

Benefits

Paid training.
Employee discounts of up to 50% on eligible AT&T mobility plans and accessories, AT&T internet and fiber where available, and AT&T home phone.
Tuition reimbursement program.
Paid time off and holidays: one week of PTO after six months and two weeks after the first year; at least eight company-designated holidays, with additional PTO based on bargaining group.
Paid parental leave.
Medical, dental, and vision coverage.
401(k) plan.
Additional sick leave beyond what state and local law require may be available but is unprotected.
Adoption reimbursement.
Short- and long-term disability benefits.
Life and accidental death insurance.
Supplemental benefit programs, including critical illness, accident, hospital indemnity, and group legal.
Employee Assistance Programs.
Employee wellness programs.