Call Center Customer Care Representative at AT&T

Tulsa, Oklahoma, United States

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

TelecommunicationsIndustries

Requirements

Call center or customer service experience
Flexibility to work any schedule during hours of operation (may include day, evening, weekend, or holiday hours); occasional overtime may be required
Desire to work onsite in one of our call centers
Strong communication and problem-solving skills
Ability to adapt to evolving technology, tools, and business needs
Ability to sit or stand for long durations (e.g., 8 hours) and engage
Preferred: At least one year of customer service experience
Preferred: Call center experience
Preferred: Advanced typing/keyboarding skills

Responsibilities

Assist business customers with requests, questions, and inquiries on all AT&T products and services
Handle a wide range of customer service call types, including billing, collections, retention, service activations and changes, credits and adjustments, troubleshooting, advanced technical support
Use creative problem-solving skills to address complex customer questions and concerns while navigating between multiple tools and systems to update customer accounts and maintain records
Meet monthly sales goals and deliver an outstanding customer experience
Instill confidence and loyalty in customers through thoughtful listening and expert knowledge of AT&T’s products and services
Simplify and explain customer bills, rate plans, and features
Engage Tier 3 support (network and IT), third-party vendors, and suppliers as needed to resolve service faults
Handle wireless local number portability (WLNP), relocations, combined bill support, after-hours inquiries, and pre-paid services
Troubleshoot and resolve customer-impacting issues such as voice and data problems that span multiple networks and devices
Stay up to date with changes in technology and applications to provide the best solutions for customers
Assist customers with setup and use of the latest products and services, such as air cards, USB devices, and AT&T-provided software
Work a full-time, set schedule (40 hours/week) that includes breaks, lunches, and scheduled open time to ensure availability for customer calls and exceptional service
Answer customer/client requests or inquiries concerning services and products
Use various systems and tools to assist and service customers
Maintain working knowledge of all company products, services, and promotions
Make recommendations according to customer needs
Process purchases, handle billing and rate plan inquiries, and troubleshoot technical issues
Manage credit checks, service activations, changes, and collections
Support customers with laptop connect services, air cards, USB devices, and AT&T software
Engage with internal and external partners for issue resolution
Maintain appropriate records and prepare required reports

Skills

Customer Service

Sales

Billing

Troubleshooting

Technical Support

Wireless

Product Knowledge

Problem Solving

Account Management

WLNP

Network Support

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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