Principal Service Management

AT&T•Dallas, TX

9d•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 Principal Service Management, you'll be responsible for supporting customer satisfaction and retention by effectively managing service inquiries and resolving issues using industry-standard practices. What you’ll do Typical tasks may include, but are not limited to, the following: Customer Issue Resolution and Communication: Acting as the primary point of contact for escalated customer issues and resolving them promptly & effectively. Maintaining clear, professional communication with customers and executive staff. Service Quality and Process Improvement: Monitoring and assessing service quality, developing and implementing strategies for process improvement. Data Analysis and Reporting: Utilizing online tools to extract, analyze, and customize performance data for stewardship reports, driving actionable items to support customer needs. Customer Training and Tool Promotion: Educating customers on the use of online servicing and billing tools, leading training sessions to improve customer self-service capabilities and promoting the use of these tools as alternative solutions. implementing comprehensive programs to minimize churn and ensure compliance with service policies. Relationship Management and Policy Implementation: Fostering strong relationships with key customers and stakeholders, developing and maintaining customer-specific service guides, and

Requirements

Bachelor’s degree (BS/BA) desired.
7+ years of related

Nice To Haves

An expert in their field, applying broad business knowledge and strategic insight surrounding emerging trends and technologies to solve complex problems and drive organizational results.
Leads critical, high-impact projects and designs/implements innovative business strategies.
Works with minimal oversight, frequently consulting senior leadership and influencing executive decisions.
Serves as a mentor and assists others with challenging issues.

Responsibilities

Acting as the primary point of contact for escalated customer issues and resolving them promptly & effectively.
Maintaining clear, professional communication with customers and executive staff.
Monitoring and assessing service quality, developing and implementing strategies for process improvement.
Utilizing online tools to extract, analyze, and customize performance data for stewardship reports, driving actionable items to support customer needs.
Educating customers on the use of online servicing and billing tools, leading training sessions to improve customer self-service capabilities and promoting the use of these tools as alternative solutions.
Implementing comprehensive programs to minimize churn and ensure compliance with service policies.
Fostering strong relationships with key customers and stakeholders, developing and maintaining customer-specific service guides

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: 8critical 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