Call Center Technical Support Representative

AT&T • Richardson, TX

9h • 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 an opportunity to introduce the latest technology, services and offers. While you drive to meet your daily and monthly sales goals, you’ll help our customers stay connected to what matters the most. As a Business Premier Service Consultant, you’ll assist Business customers with requests, questions, and inquiries on all products and services offered. In this multi-faceted role, you’ll be trained to address a broad 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 goal will be to provide effective and timely resolutions for customers and deliver personalized recommendations for our latest products and services. Your consultative approach will help you meet monthly sales goals and to ultimately deliver an outstanding customer experience. The Business Premier Service Consultant assists Business customers with requests, questions, and concerns on all products and services offered by the Company (ex: billing, rate plans, features, services, network, coverage, handsets & devices, accessories, repair & troubleshooting, credits & adjustments, credit checks, service activations and changes, receivables management/collections, relocations, combined bill, after hours inquiries, and pre-paid services). Requires excellent communication and follow-up on progress with complex issues. Customer interaction may result from direct calls from customers, transferred callers or the resolution of trouble tickets. May resolve inquiries received via telephone, e-mail, e-care, correspondence, TTY, and on-line chat. Must possess a working knowledge of a broad range of Voice and Data products/services. Must have the ability to use various tools and systems to effectively and accurately research, troubleshoot, problem solve, and educate others. May sell products and services offered by the Company. May support end users in areas such as billing and equipment. May also with enterprise customers and their IT managers on the installation & configuration of AT&T Mobility software as well as configuration of devices. May support returns, exchanges, upgrades, accessory orders or missing order requests. May perform Accounts Receivable work for several hundred corporate or government accounts at one time, working with Sales and Service Management teams to determine the best approach for collections of past due dollars (also supports small business accounts). May process credit applications and activate service. Coordinates with all sales channels for retention efforts on existing customer base. May be responsible for leading projects, and performs other duties as assigned by management. Responsibilities within the Business Premier Service Consultant role also include those that require additional training in other areas within the broad duties of general customer care once competency has been demonstrated. By way of example, these may include, but are not limited to sales, saves, high value customers, billing and adjustment teams, advanced technical support, and/or complex collections work. Exhibits in-depth knowledge of all systems, products, services, rate plans, feature bundles, and offers to provide best solution options and totally resolve customer issues. Maintains appropriate records, prepares required reports, and updates customer accounts on a computer terminal. Develops a proven track record of resolving issues and retaining customers. It is critical & significant to recognize & provide for the following: The AT&T environment is constantly evolving to meet customer and competitive demands and will continue to do so; we need the flexibility to evolve with it. Customer interactions that are viewed as requiring “specialized” skills today may be mainstreamed tomorrow as we continue to drive tools and technology to enable first call resolution at the frontline. Training content, call types and responsibilities may change over time at the discretion of the company as the business evolves and our software, technology & tools advance. Continued investment will be made in the self-service options we provide to our customers, eliminating the need for the customer to call in for service and allowing customers to self-service in additional areas.

Requirements

• Call center or customer service experience.
• 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.
• Desire to work onsite in one of our call centers.
• Ability to sit or stand for long durations (e.g., 8 hours) and engage with customers as dictated by the needs of the business.
• Applicants will be expected to pass any assessments or tests associated with the position.

Nice To Haves

• At least one year customer service experience preferred.
• Call Center experience preferred.
• Advance Typing/keyboarding skills preferred.

Responsibilities

• Instill confidence and loyalty in customers through thoughtful listening, utilizing knowledge of AT&T’s products 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.
• Engage Tier 3 support (network and IT), third party vendors and suppliers as needed to address issues, service faults and provide customer resolution.
• Handle wireless local number portability (WLNP), relocations, combined bill support, after hours inquiries and pre-paid service.
• Use problem-solving skills to troubleshoot and resolve various customer-impacting issues such as voice and data, that span multiple networks and elements.
• Keep up with changes to technology and applications to provide the best resolution for the customer.
• Get customers up and running with the latest products and services such as air cards, USB devices, as well as AT&T-provided software & applications.
• Answer customer/client requests or inquiries concerning services and products and report problem areas.
• Utilize various systems and tools to assist and service customers. May include bulk ordering & care maintenance requests.
• Continually maintain working knowledge of all company products, services and promotions.
• Make recommendations according to customer’s needs.
• Utilize operational systems to process purchases of all products and services.
• Handle inquiries from customers related to billing, rate plans, features and services, network, coverage, handsets & devices, accessories, repair & troubleshooting, credits & adjustments, etc.
• Handle credit checks, service activations and changes, and all duties related to receivables management/collections.
• Sell all services and products offered by the Company; handle inquiries and on data products, services, billing, and troubleshooting.
• Handle WLNP, relocations, combined bill support, after hours inquiries, pre-paid service.
• Troubleshoot and resolve customer impacting issues such as but not limited to voice & data issues that span multiple networks and interdependent network elements, considering network conditions, connectivity, devices, applications, provisioning and billing.
• Provide support for products and services offered by the Company.
• Assist customers with products and services such as but not limited to laptop connect services: Including air cards, USB devices, initial set-up, configuration of AT&T provided software & applications.
• Handle less routine & repetitive matters and more complex troubleshooting scenarios.
• Identify, track & trend issues to assist in root cause elimination.
• Proactively engage T3 support (network and IT) to address & resolve issues.
• Engage third party vendors and suppliers as needed to address service faults & provide customer resolution.
• Remain proficient in all billing, rate plan and feature matters.
• Communicate effectively, both verbally and in writing.
• May be responsible for credit/inbound and outbound collections, activations, customer service, E-services, revenue, fraud, business and technical/roaming support inquiries, and other duties as required.
• Ensure work area is maintained in a clean and professional environment.
• Handle executive escalations to the office of the president as well as any other escalation as directed by management.
• Handle regulatory escalations.
• Demonstrate proficiency in all billing and technical matters to efficiently assist customers & resolve the escalation.
• Coordinate effectively with other departments as needed to resolve customer issue.
• Communicate professionally and effectively with other departments and customers.
• May handle complex tickets/cases from internal partner teams.
• May support multiple business chats in a concurrent environment.

Benefits

• Competitive compensation package starting between $22.88 per hour.
• Paid training and additional resources to support you.
• Excellent benefits package with medical/dental coverage, 401(k) plan, tuition reimbursement and paid time off.
• Employee Discounts of up to 50% off on: Eligible AT&T wireless plans (up to two accounts per employee; up to 10 lines per account) and wireless accessories, AT&T Internet (Fiber where available), AT&T phone & AT&T wireless home phone.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed