Inbound Customer Service Representative - Hybrid

About the position This position offers a $2,500.00 sign-on bonus paid out in three installments: the first $500 payment is made 30 days after the hire date, the second $1,000 payment is made 6 months after the hire date, and the third $1,000 payment is made 1 year after the hire date. This is an exciting opportunity to jumpstart your career with AT&T, a global leader in communications and technology. As an Inbound Customer Service Representative, you will be the voice of AT&T, working in a hybrid model that allows you to work from home part of the week while also engaging with customers in the call center. You will redefine customer service by creating meaningful connections with each customer and introducing them to the latest technology, services, and offers. Your role will involve addressing a broad range of customer service call types, including collections, retention, sales channel coordination, billing adjustments, and advanced technical support. You will utilize your creative problem-solving skills to address complex customer questions and concerns while navigating multiple tools and systems to update customer accounts and maintain records. Your goal will be to provide effective and timely resolutions for customers and deliver personalized recommendations for our latest products and services. In this multi-faceted role, you will instill confidence and loyalty in customers through thoughtful listening and your knowledge of AT&T's products and services. You will simplify the explanation of customer bills, rate plans, and features of AT&T's products and services. You will also engage with Tier 3 support, third-party vendors, and suppliers as needed to address issues and provide customer resolution. Your responsibilities will include handling wireless local number portability (WLNP), relocations, combined bill support, after-hours inquiries, and pre-paid service. You will troubleshoot and resolve various customer-impacting issues, keeping up with changes to technology and applications to provide the best resolution for customers. Additionally, you will be responsible for outbound calls, customer call-backs, Tier 2 ticket support, escalation investigations, and email follow-up. This full-time hybrid position requires you to work in the center 3-4 days a week and remotely from home 1-2 days a week, with a set schedule that includes breaks and lunches to ensure availability to answer customer calls and provide exceptional service.

Responsibilities

• Address a broad range of customer service call types including collections, retention, sales channel coordination, billing adjustments, and advanced technical support.

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• Utilize creative problem-solving skills to address complex customer questions and concerns.

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• Navigate between multiple tools and systems to update customer accounts and maintain records.

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• Provide effective and timely resolutions for customers and deliver personalized recommendations for products and services.

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• Instill confidence and loyalty in customers through thoughtful listening and knowledge of AT&T's products and services.

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• Simplify the explanation of customer bills, rate plans, and features of AT&T's products and services.

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• Engage Tier 3 support, third-party vendors, and suppliers as needed to address issues and provide customer resolution.

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• Handle wireless local number portability (WLNP), relocations, combined bill support, after-hours inquiries, and pre-paid service.

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• Troubleshoot and resolve various customer-impacting issues such as voice and data across multiple networks.

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• Get customers up and running with the latest products and services such as air cards and USB devices.

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• Perform outbound calls and customer call-backs, Tier 2 ticket support, escalation investigations, and email follow-up.

Requirements

• Call center or customer service experience.

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• Flexibility to work any schedule during hours of operation, including day, evening, weekend, or holiday hours.

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• Advanced typing/keyboarding skills.

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• Ability to adapt in a dynamic, fast-paced environment and maintain a professional demeanor in stressful situations.

Nice-to-haves

• Experience with technical support or troubleshooting.

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• Familiarity with AT&T products and services.

Benefits

• Medical/Dental/Vision coverage

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• 401(k) plan

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• Tuition reimbursement program

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• Paid Time Off and Holidays (at least 23 days of vacation each year and 9 company-designated holidays)

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• Paid Parental Leave

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• Paid Caregiver Leave

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• Adoption Reimbursement

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• Disability Benefits (short term and long term)

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• Life and Accidental Death Insurance

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• Supplemental benefit programs: critical illness/accident hospital indemnity/group legal

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• Employee Assistance Programs (EAP)

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• Extensive employee wellness programs

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• Employee discounts up to 50% off on eligible AT&T mobility plans and accessories.

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