Customer Service Representative - ( Hybrid)
Company: AT&T
Location: Evansville
Posted on: October 29, 2024
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Job Description:
Job Description: Don---t miss this opportunity to jump start
your career Come interview with us in-person at our upcoming open
recruiting sessions in the Evansville, IN area on Thursday, Nov 7th
Come ready to meet the AT&T Management Team and learn all about
a career with LifeAtATT Join us at our AT&T Call Center: Hiring
Event Thursday, Nov 7th Time: 9 AM - 3:30 PM Save time and apply
and complete testing ahead of time. This job reports to our ( 5101
VOGEL RD, FLOOR 1, EVANSVILLE, IN, 47715 ) location. If considered,
you must be able to report to this location a minimum of 4 days a
week. You will work in the office a minimum 4 days per week. The
Office hours are 7 days a week, 8am to 10pm. This position offers a
$2,500.00 sign on bonus paid out as follows: first $500 payment 30
days after hire date, second $1,000 payment 6 months after hire
date and third $1,000 payment 1 year after hire date. Take the lead
at the frontline of our company in a hybrid role that works in
center and from home. In this multifaceted role, you---ll assist
with telephone and virtual customer interactions working in center
3-4 days weekly and remotely from home 1-2 days weekly. You---ll
utilize various tools and systems (telephone, e-email, e-care,
correspondence, TTY and online chat) for this WFH Hybrid role.
You---ll proactively evolve to meet customers--- needs and
competitive demands. Success will depend upon your in-depth
knowledge of AT&T---s products and services and your ability to
provide effective resolutions. Our call center environment is
constantly evolving so we---ll look to you to drive tools and
technology to enable first call resolution. In the process,
you---ll develop experience with a broad range of customer service
call types like: advanced technical support, collections,
retention, and billing and adjustments. You---ll also engage third
party vendors and suppliers as needed to address service faults and
provide customer resolution. You may be tasked with identifying,
tracking and rendering issues to assist in various root cause
eliminations. In addition to these duties, you---ll be required to:
- Handle wireless local number portability (WLNP), relocations,
combined bill support, after hours inquiries and pre-paid service.
- Troubleshoot and resolve customer impacting issues such as but
not limited to: voice & data issues that span multiple networks and
interdependent network elements, considering network conditions,
connectivity, devices, applications, provisioning and billing.
(Note: The skill and knowledge required will change with technology
and application innovations.) - Assist customers with products and
services such as but not limited to laptop connect services
including air cards, USB devices, initial set-up, configuration of
AT&T provided software & applications. - Proactively engage T3
support (network and IT) to address & resolve issues. - Remain
proficient in all billing, rate plan and feature matters. WFH
Requirements : - You will need verified internet service with
minimum of 12mb upload speed and 18mb download speed and an
established dedicated work area (desk, chair, electrical outlet,
surge protector, direct LAN connection). AT&T will provide the
equipment you---ll need to get started (keyboard, monitor,
computer, mobile device, etc.) - Your workspace will need to be in
alignment with WFH standards (e.g., technical, security, physical,
noise levels, Clean Desk policy etc.) and you---ll participate in
workspace audits (e.g., remote desktop observation, call and screen
recordings, live webcam monitoring, pictures of workspace setup,
video chats, etc.). - You will need to be available, accessible,
and accountable to work during established work schedules and
shifts, follow technical support processes, comply with
organizational security and compliance standards, trainings,
performance management, recurring management routines, manual and
automated remote monitoring policies, etc. We prefer that you have
: - At least one year customer service experience - Call Center
experience - Advanced typing/keyboarding skills - At least one-year
customer service experience preferred. What---s in it for you?
We---ll offer paid-training that you---ll complete from home as
well as resources to encourage your career growth. We also offer a
competitive compensation package. Our Premier Service Consultants
earn [$19.61 hourly]. You---ll also gain an amazing benefits
package with medical/dental coverage, 401(k) plan, tuition
reimbursement and paid time off. Rounding out these benefits and
perks we also provide 50% employee discount on: - Eligible AT&T
wireless plans (up to two accounts per employee; up to 10 lines per
account) and wireless accessories - AT&T Internet (Fiber where
available) - AT&T phone & AT&T wireless home phone Career
possibilities are limitless with AT&T. You will have the chance
to round out your experience with training on the latest
technology, devices and our entire lineup of products, services and
promotions. If you---re 18 years or older, let---s talk. Watch this
video and apply today virtualjob virtualwork. . The Premier Service
Consultant (Hybrid) assists customers with questions and concerns
on all products and services offered by the Company through
research and resolution using various tools and systems. Handles
telephone and virtual customer contacts while working in center 3-4
days weekly and remotely from home 1-2 days weekly. May resolve
inquiries received via telephone, e-mail, e-care, correspondence,
TTY, and on-line chat. Customer interaction may result from a
variety of contact methods, including but not limited to direct
calls from customers, transferred callers or the resolution of
trouble tickets. Responsibilities within the Premier Service
Consultant (Hybrid) role may also include those that require
additional training in other areas within the broad duties of
general customer care once competency has been demonstrated. By way
of example, these may include but are not limited to saves,
retention, high value customers, billing and adjustment teams,
advanced technical support, and/or collections work. Exhibits
in-depth knowledge of all products, services, rate plans, feature
bundles, and offers to provide best solution options and totally
resolve customer issues. Develops a proven track record of
resolving issues and retaining customers. Performs other duties as
assigned by management. It is critical & significant to recognize &
provide for the following : - The AT&T environment is
constantly evolving to meet customer and competitive demands and
will continue to do so; we need the flexibility to evolve with it.
- Customer interactions that are viewed as requiring
---specialized--- skills today may be mainstreamed tomorrow as we
continue to drive tools and technology to enable first call
resolution at the frontline. - Training content, call types and
responsibilities may change over time at the discretion of the
company as the business evolves and our technology & tools advance.
- Continued investment will be made in the self-service options we
provide to our customers, eliminating the need for the customer to
call in for service and allowing customers to self-service in
additional areas. GENERAL ESSENTIAL FUNCTIONS WHICH ARE NORMALLY
REQUIRED : The essential functions listed below are representative
of duties performed by this job title. Duties generally may include
but are not limited to the following: - Answers customer/client
requests or inquiries concerning services and products and reports
problem areas. - Utilizes various systems and tools to initiate to
assist and service customers. - Continually maintains working
knowledge of all company products, services and promotions. - Make
recommendations according to customer---s needs. - Utilizes
operational systems to process purchases of all products and
services. - Handles inquiries from customers related to billing,
rate plans, features and services, network, coverage, handsets &
devices, accessories, repair & troubleshooting, credits &
adjustments, etc. - Handles credit checks, service activations and
changes, and receivables management/collections - Handles inquiries
on data products, services, billing and troubleshooting. - May
handle WLNP, relocations, combined bill support, after hour
inquiries, and pre- paid service. - Troubleshoots and resolves
customer impacting issues such as but not limited to voice & data
issues that span multiple networks and interdependent network
elements, considering network conditions, connectivity, devices,
applications, provisioning and billing. (Note: The skill and
knowledge required will change with technology and application
innovations.) - Provides support for products and services offered
by the Company. - Assists customers with products and services such
as but not limited to laptop connect services including air cards,
USB devices, initial set-up, configuration of AT&T provided
software & applications. - Handles less routine & repetitive
matters and more complex troubleshooting scenarios. - Identifies,
tracks & trends issues to assist in root cause elimination. -
Proactively engages T3 support (network and IT) to address &
resolve issues. - Engages third party vendors and suppliers as
needed to address service faults & provide customer resolution. -
Remains proficient in all billing, rate plan and feature matters. -
Able to communicate effectively, both verbally and in writing. -
Ability to engage in center or virtually with management as needs
of the business require. ESSENTIAL FUNCTIONS WHICH MAY BE REQUIRED
FOR A PARTICULAR JOB : - Administer system functions on all
opening, closing, and balancing procedures according to finance
guidelines. - May be responsible for credit/inbound and outbound
collections, activations, customer service, E-services, revenue,
fraud, business and technical/roaming support inquiries, and other
duties as required. - Ensure work area is maintained in a clean and
professional environment; i.e. brochure stocks, promotions display
and workstation. - Handles executive escalations to the office of
the president as well as any other escalation as directed by
management. - Handles regulatory escalations. - Demonstrates
proficiency in all billing and technical matters to efficiently
assist customers & resolve the escalation. - Coordinates
effectively with other departments as needed to resolve customer
issue. - Communicates effectively and timely to regulatory agencies
as required per service level agreements. SPECIAL JOB REQUIREMENTS:
- Specific job assignments may require day, evening, weekend or
holiday hours. - Be available, accessible, and accountable and
technical/roaming support inquiries, and other duties as required.
- Ensure work area is maintained in a clean and professional
environment; i.e. brochure stocks, promotions display and
workstation. - Specific job assignments may require day, evening,
weekend or holiday hours. - Be available, accessible, and
accountable to receive notifications related to unique scheduling
needs (e.g., unexpected volume spikes, disaster recovery, etc.) as
determined by the Company. - Be available, accessible and ready to
work during established work schedules, e.g., on phone/available
status in accordance with adherence measures as determined by the
Company. - Occasional overtime may be required. - Ability to
complete all required training in center or in a virtual
environment inclusive of required knowledge checks as determined by
the Company. - Be available, accessible, and accountable to
participate in required security awareness training and testing
(e.g., able to understand and validate knowledge of company
requirements, compliance, and policies) as determined by the
Company. - Be available, accessible, and accountable to comply with
organizational security and compliance standards and participate in
required security monitoring and audits (e.g., remote desktop
observation, call and screen recordings, live webcam monitoring,
home inspection of workspace, etc.) as determined by the Company. -
Be accountable to protect workstation configuration and prevent
configuration changes or personalization while using all technology
tools as determined by the Company. - Follow WFH logistics
guidelines (e.g., equipment receipt, equipment setup, travel
considerations, workstation security processes, equipment return
policies and processes, etc.) as determined by the Company. - Be
available, accessible, and accountable to follow technical support
processes (e.g., setup, troubleshooting, escalations,
communications, etc.) as determined by the Company. - Be available,
accessible, and accountable to participate in recurring management
routines as determined by the Company. These in center or virtual
meetings and routines may include, but are not limited to,
attendance and participation at all required and ad hoc meetings
(e.g., team huddles, coaching, disciplinary actions, training,
investigatory meetings, grievances, etc.). These in center or
virtual actions will take place via a variety of methods as
technology allows and is developed, and may include telephone,
teleconference software, video conference, messaging software, etc.
as determined by the Company. - Maintain a workspace in alignment
with WFH standards (e.g., technical, security, physical, noise
levels, Clean Desk policy etc.) and participate in workspace audits
(e.g., in-center and remote desktop observation, call and screen
recordings, live webcam monitoring, pictures of workspace setup,
video chats, etc.) as determined by the Company. - Be available and
accountable to regularly (e.g., daily, weekly, etc.) access
performance management tools and review individual performance
(e.g., dashboards, reports, etc.) as determined by the Company. -
Be available, accessible, and accountable to participate in
interaction and communication-related policies, processes, and
audits inclusive of all work time not just interactions directly
with customers. (e.g., remote desktop observation call and screen
recordings, live webcam monitoring, in-center side-by-sides, chat
audits, etc.) as determined by the Company. - Be available,
accessible, and accountable to participate in manual and automated
remote monitoring policies and practices (e.g., voice and screen
recordings, desktop observation without notification, voice and
chat analytics, real-time agent feedback inclusive of automated
intelligence tools, etc.) to identify and address training,
coaching, and quality opportunities as determined by the Company. -
Be accountable to participate in and follow all organization-wide
and WFH-specific published policies (e.g. Code of Conduct, Time
Keeping Policy, etc.) as determined by the Company. - Must meet
Minimum workspace requirements including verified internet service
with upload/download ability as determined by the Company and
established dedicated work area (desk, chair, electrical outlet,
direct LAN connection) PHYSICAL REQUIREMENTS: Ability to sit or
stand for long durations (e.g., 8 hours) and engage with customers
as dictated by needs of the business. BASIC QUALIFICATIONS TESTS :
Applicants will be expected to pass any assessments or tests
associated with the position. TRAINING: - Classroom and/or virtual
training as dictated by needs of the business (e.g. in other areas
within the broad duties of general customer care once competency
has been demonstrated). - On-the-job training Weekly Hours: 40 Time
Type: Regular Location: Evansville, Indiana It is the policy of
AT&T to provide equal employment opportunity (EEO) to all
persons regardless of age, color, national origin, citizenship
status, physical or mental disability, race, religion, creed,
gender, sex, sexual orientation, gender identity and/or expression,
genetic information, marital status, status with regard to public
assistance, veteran status, or any other characteristic protected
by federal, state or local law. In addition, AT&T will provide
reasonable accommodations for qualified individuals with
disabilities.
Keywords: AT&T, Owensboro , Customer Service Representative - ( Hybrid), Hospitality & Tourism , Evansville, Kentucky
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