Call Center Customer Service Representative

AT&T•Charlotte, NC

About The Position

As a member of AT&T’s customer service team, you will support business customers with requests involving billing, service changes, troubleshooting, collections, sales, and technical support across AT&T products and services. You will use multiple tools to resolve issues, update accounts, and answer questions about rate plans, devices, network coverage, returns, and other services. The role calls for strong problem-solving and communication skills, collaboration with other teams, and staying current on AT&T technology and offerings. The position offers paid training and a flexible 40-hour-per-week schedule, which may include nights, weekends, holidays, and overtime. The stated pay is $23.55. The role is located in Charlotte, North Carolina.

Requirements

At least one year of customer service experience is preferred; call center experience is preferred.
Flexibility to work any schedule during hours of operation is essential; assignments may include day, evening, weekend, or holiday hours.
Occasional overtime may be required.
Customer focus, strong work ethic, adaptability, problem-solving skills, and attention to detail.

Nice To Haves

Call center experience.

Responsibilities

Build customer confidence and loyalty through active listening, clear communication, and knowledge of AT&T products and services.
Explain customer bills, rate plans, product features, and services.
Troubleshoot and resolve customer-impacting voice and data issues across networks and related network elements, including issues involving 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 (WLNP), relocations, combined billing, after-hours inquiries, and prepaid service.
Assist customers with products and services such as air cards, USB devices, and AT&T software and applications.
Manage customer accounts, including activations, service changes, credit checks, collections, and accurate records and reports.
Coordinate with 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

Employee discounts 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, with at least eight company-designated holidays. Additional PTO depends 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 benefits, including critical illness, accident hospital indemnity, and group legal programs.
Employee Assistance Programs (EAP).
Employee wellness programs.
Paid training.