Customer Care Associate at AT&T

Chicago, Illinois, United States

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

TelecommunicationsIndustries

Requirements

6 months to 1 year of customer service/sales work experience (preferred)
Familiarity with Windows computers (preferred)
Ability to deliver regular and reliable attendance
Good listening skills and ability to effectively communicate under pressure
Extensive knowledge of products and services

Responsibilities

Answer inbound calls from customers with billing issues, technical issues, or general questions regarding service
Assist customers with questions and concerns on all products and services through research and resolution using various tools and systems
Handle telephone and face-to-face customer contacts
Coordinate with all sales channels for retention efforts on existing customer base
Sell all products and services offered by the Company (may)
Help collect past due balances or take payments from customers who have been disconnected (may)
Process credit applications and activate service
Maintain appropriate records, prepare required reports, and update customer accounts
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 voice & data issues spanning multiple networks, considering network conditions, connectivity, devices, applications, provisioning, and billing
Assist customers with products and services such as laptop connect services including air cards, USB devices, initial set-up, and 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
Perform other duties as assigned by management

Skills

Customer Service

Call Center

Issue Resolution

Troubleshooting

Wireless Services

Billing Support

Product Knowledge

Sales

WLNP

Network Troubleshooting

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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