Specialist Office of the President
About The Position
This full-time, onsite role is based in Charlotte, North Carolina, and is performed at the designated work location five days per week. No relocation is offered. The position provides exceptional service and resolves high-priority and high-risk customer issues efficiently and empathetically. It handles escalations from the Office of the President and manages fraud and security threats while following organizational policies and supporting customer satisfaction and retention. The role addresses billing inquiries, service requests, complaints, and service discontinuation requests across various channels. It investigates complex escalations, including fraud, social engineering, security threats, and technical product support issues. The specialist collaborates with internal teams and high-profile customers to resolve incidents and restore trust, maintains accurate records, supports compliance, and may develop training, operational procedures, and cyber-event readiness strategies. The position works on smaller projects, exercises independent judgment when guidelines are absent, and operates under minimal supervision. Its actions affect efficiency and costs. The role is not supervisory.
Requirements
- At least 1 year of related experience.
- Certification is required in some areas.
Nice To Haves
- Bachelor's degree (BS/BA) desired.
Responsibilities
- Provide customer service across various channels for billing inquiries, service requests, complaints, and service discontinuation requests.
- Handle complex, high-priority complaints and high-risk escalations, including issues originating from the Office of the President and involving fraud, social engineering, or security threats.
- Resolve technical product support issues, mitigate fraud-related events, and settle claims, potentially using advanced knowledge of fraud, technical systems, and risk management.
- Collaborate with enterprise account teams, the Chief Security Office, Asset Protection, Legal, and high-profile customers during fraud incidents to restore trust, maintain relationships, and achieve effective resolution.
- Investigate escalated issues thoroughly and maintain accurate records.
- Ensure compliance with organizational policies and regulatory requirements, and respond to government agency inquiries.
- May develop and deliver fraud training, write and edit operational procedures, enhance cyber-event readiness strategies, lead customer-protection initiatives, and manage high-risk issues.
Benefits
- Medical, dental, and vision coverage
- 401(k) plan
- Tuition reimbursement program
- Paid time off and holidays, including at least 23 vacation days per year and 9 company-designated holidays, based on hire date
- Paid parental leave
- Paid caregiver leave
- Additional sick leave may be available beyond what state and local law require; this leave is unprotected
- Adoption reimbursement
- Short- and long-term disability benefits
- Life and accidental death insurance
- Supplemental benefits, including critical illness, accident hospital indemnity, and group legal programs
- Employee Assistance Programs (EAP)
- Employee wellness programs
- Employee discounts of up to 50% on eligible AT&T mobility plans and accessories, AT&T internet (including fiber where available), and AT&T phone
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
