Bilingual Senior Customer Care & Collections Representative (For Business Collections) at AT&T

Naucalpan de Juárez, Mexico, Mexico

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

TelecommunicationsIndustries

Requirements

Advanced English Fluency to engage with U.S. customers
Previous 1 year collection experience, back-office tasks or wireline or wireless support
Capable of managing a variety of customer emotions and requirements
Establish positive relationships with customers during every interaction
Listen, respond, and resolve consistently on every call throughout your shift
Comfortable using a personal computer to take notes and research billing questions while engaging with customers on the phone
Ability to train/work 40 hours per week during operation hours Monday to Friday (considering Daylight Saving Time & Holidays) - WEEKENDS OFF
Attend 100% of training at the office (between 1-3 months); no vacation or personal days off during 90 days trial period
Work 100% in the office (NOT a Work from Home role)

Responsibilities

Deal with a variety of customers
Explain and sustain different charges on bills
Create a sense of urgency on customers to help them get current on their accounts
Multi-task: use a computer while wearing a telephone headset, evaluate and offer different payment options, take notes, and create rapport with customers
Build relationships and provide excellent customer service in all interactions
Resolve the customer’s issue while on the phone
Be creative and innovative
Work with client’s designated program administrator to provide quality service and support in financial care competencies: post-sale customer education on wireless and wireline service, problem solving, establishing payment commitments, and assisting to reach company financial goals
Develop, coordinate, and monitor the deployment and success of service solutions
Provide status updates to the business client and Sales Branch based on shared expectations

Skills

Key technologies and capabilities for this role

BilingualCustomer ServiceCollectionsBillingPayment ProcessingProblem SolvingMultitaskingTelephone CommunicationRelationship BuildingWireline SupportWireless Support

Questions & Answers

Common questions about this position

What is the salary for this Bilingual Senior Customer Care & Collections Representative position?

The monthly base salary is MXN$24,000 before taxes.

What benefits are offered for this role?

Benefits include monthly grocery vouchers of MXN $1,583 every 14 days, monthly restaurant vouchers of MXN $1,267 every 14 days, major medical insurance, life insurance, saving fund, 30 days of Christmas bonus, vacation days plus three personal days, onsite medical, 50% discount on five lines of AT&T wireless service, and paid training from the first day including meal and grocery vouchers.

Is this position remote or does it require office work?

You will be required to attend 100% of your training at the office for 1-3 months, and during the 90-day trial period you will not be authorized to request remote work, though ongoing arrangements are not fully specified.

What skills and experience are required for this role?

Requirements include advanced English fluency, previous 1 year collection experience or back-office tasks or wireline/wireless support, ability to manage customer emotions, build relationships, multitask using a computer and headset, explain bills, create urgency for payments, and resolve issues creatively.

What are the work hours and training expectations for this job?

You must be able to train/work 40 hours per week during operation hours Monday to Friday (considering Daylight Saving Time & Holidays) with weekends off, and attend 100% of training at the office for 1-3 months.

AT&T

Telecommunications services including wireless and broadband

About AT&T

AT&T provides telecommunications services, including wireless communications, broadband internet, and digital television, primarily in the United States. Its 5G network offers faster data speeds and more reliable connections, although availability can vary. The company caters to both individual consumers and businesses, offering various subscription plans that include options for unlimited data and bundled services that combine internet, TV, and phone. AT&T generates revenue mainly through subscription fees, device sales, and its streaming service, DIRECTV STREAM, which adds to its diverse offerings. In a competitive market, AT&T distinguishes itself with its extensive service range and strong brand presence.

Dallas, TexasHeadquarters

1876Year Founded

$43.3MTotal Funding

IPOCompany Stage

Consumer Software, EntertainmentIndustries

10,001+Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

401(k) Retirement Plan

401(k) Company Match

Paid Vacation

Paid Sick Leave

Paid Holidays

Paid Parental Leave

Adoption Assistance

Disability Insurance

Life Insurance

Employee Assistance Programs

Wellness Program

Employee Discounts

Risks

The customer service guarantee may increase financial liabilities due to compensation for outages.

A recent data breach could damage AT&T's reputation and lead to customer churn.

Resistance to replacing landlines may impact customer retention and satisfaction.

Differentiation

AT&T offers a unique customer service guarantee, setting it apart from competitors.

The company is expanding its fiber network, enhancing broadband offerings in underserved areas.

AT&T's 'Phone-Advanced' device aligns with the trend of replacing traditional landlines.

Upsides

AT&T's fiber network expansion could provide a competitive edge in broadband services.

The new customer service guarantee may attract customers from competitors lacking similar assurances.

Collaboration with The Arc enhances AT&T's brand image through corporate social responsibility.

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