Manager-Customer Service

AT&T•Mesa, AZ

12h•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.

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.
Supervisor: Yes

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