Manager-Technical Customer Service
AT&T•Milwaukee, WI
•$77,800 - $116,800•Onsite
About The Position
Join AT&T’s Sales team and help connect customers with innovative solutions in cybersecurity, fiber, wireless, cloud, IoT, and more. Your sales expertise will drive growth and support our vision to lead the industry in connectivity, technology, and community. The purpose of this supervisory role is to lead a team of technical customer service representatives, ensuring high-quality support and customer satisfaction through effective management, training, performance monitoring, and process improvements.
Requirements
- 3+ years of related experience.
Nice To Haves
- Bachelor’s degree (BS/BA) desired.
Responsibilities
- Oversee and guide technical customer service representatives and supervisors, ensuring effective team performance through training, mentoring, and performance reviews.
- Direct and manage customer care activities to maintain high levels of customer satisfaction, providing strategic guidance and resolving complex technical issues related to high-speed data, data solutions, video, and music products.
- Track and analyze team performance metrics, implement process improvements, and ensure adherence to service level agreements (SLAs) and company standards.
- Set and enforce standards and policies for customer care technical support, manage resources, and negotiate for necessary tools and personnel to meet objectives.
- Contribute to the development of strategic plans, facilitate clear communication within the team and with other departments, and translate objectives into actionable work plans and procedures.
- 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.
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
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What This Job Offers
Job Type
Full-time
Career Level
Manager
