Manager-Customer Service

AT&T•Mesa, AZ

1d•Onsite

About The Position

This position requires office presence of a minimum of 5 days per week and is only located in the location(s) posted. No relocation is offered. At AT&T, we empower leaders to drive change in a fast-evolving, connected world. Your strategic vision will help serve customers and transform lives through innovative solutions and impactful connections. As a Manager-Customer Service, you'll oversee and guide customer service operations, ensuring efficient resolution of escalated issues, maintaining high customer satisfaction, and fostering team development and performance. What you’ll do Typical tasks may include, but are not limited to, the following: Lead and Develop Team: Guide, train, and evaluate customer service representatives for optimal performance. Enforce Policies and Procedures: Develop and monitor adherence to company policies and operational procedures. Manage Escalations and CRM: Resolve escalated issues and oversee customer retention strategies. Monitor Performance Metrics: Track and report on team performance, ensuring quality and service standards are met. Improve Operational Processes: Plan, direct, and enhance workflows and systems for increased efficiency and effectiveness. What you’ll need Bachelor’s degree (BS/BA) desired. 3+ years of related experience. What you’ll bring Oversees the daily operations of their team, ensuring that tasks are completed efficiently and effectively. This role focuses on immediate team management, task delegation, and the resolution of day-to-day issues. Typically leads occupational staff within the organization. Responsible for influencing decisions regarding the hiring, firing, disciplinary action and promotional activity for subordinates. Supervisor: Yes Our Manager-Customer Service earns between $70,700 - $106,100. Not to mention all the other amazing rewards that working at AT&T offers. Individual starting salary within this range may depend on geography, experience, expertise, and education/training. Joining our team comes with amazing perks and benefits0 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 If you’re ready to make an impact on our business and your career, bring your bold ideas to a world of possibility. Apply today! Weekly Hours: 40 Time Type: Regular Location: Mesa, Arizona Salary Range: $70,700.00 - $106,100.00 It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made. We are pioneers of making connections and have been ever since Alexander Graham Bell invented the telephone and founded our company. That was nearly 150 years ago, and we haven’t stopped innovating since. At our core, we help bring families, communities, and businesses together with the products and services they need to thrive every day. From the widespread and growing availability of 5G and Fiber to working on things we once only dreamed of—at AT&T, we create connections that change the world.

Requirements

Bachelor’s degree (BS/BA) desired.
3+ years of related experience.
Oversees the daily operations of their team, ensuring that tasks are completed efficiently and effectively.
This role focuses on immediate team management, task delegation, and the resolution of day-to-day issues.
Typically leads occupational staff within the organization.
Responsible for influencing decisions regarding the hiring, firing, disciplinary action and promotional activity for subordinates.

Responsibilities

Lead and Develop Team: Guide, train, and evaluate customer service representatives for optimal performance.
Enforce Policies and Procedures: Develop and monitor adherence to company policies and operational procedures.
Manage Escalations and CRM: Resolve escalated issues and oversee customer retention strategies.
Monitor Performance Metrics: Track and report on team performance, ensuring quality and service standards are met.
Improve Operational Processes: Plan, direct, and enhance workflows and systems for increased efficiency and effectiveness.

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