Specialist Office of the President
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. Overall Purpose: Ensure incoming cases, requests, and escalations are reviewed, triaged, assigned, routed, and tracked accurately and timely. This individual contributor role is responsible for supporting day-to-day intake operations, improving workflow efficiency, maintaining assignment accuracy, and helping ensure consistent service delivery.
Requirements
- 1+ years of related experience.
- Bachelor's degree (BS/BA) desired.
- Certification is required in some areas.
Responsibilities
- Review, document, and apply intake procedures to support consistent execution of quality standards and service expectations.
- Manage daily case intake, triage, assignment, routing, and escalation to the appropriate owner, team, queue, or escalation path.
- Monitor Salesforce and related systems for accurate case data, ownership, status updates, queues, and routing information.
- Resolve intake issues, assignment discrepancies, delayed cases, and other operational concerns that may affect timely case handling.
- Track key operational measures, including productivity, case aging, service level adherence, quality, assignment accuracy, and workload distribution.
- Identify process improvement opportunities and support implementation of workflow changes, best practices, and operational efficiencies.
- Partner with internal stakeholders and leadership to clarify ownership, align priorities, and support effective end-to-end case management.
- Prepare operational updates, status summaries, and reporting insights to support intake visibility, issue resolution, and continuous improvement.
- Handling escalations originating from the Office of the President and managing fraud and security threats, ensuring compliance with organizational policies and achieving optimal customer satisfaction and retention.
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
Entry Level
