Job Location : Evansville,IN, USA
Come interview with us in-person at our upcoming open recruiting sessions in the Evansville, IN area on Thursday, Oct 24thCome 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 Event5101 VOGEL RD, FLOOR 1Save time and apply and complete testing ahead of time.
This job reports to our (5101 VOGEL RD, FLOOR 1, EVANSVILLE, IN, 47715) location. You will work in the office a minimum 4 days per week. The Office hours are 7 days a week, 8am to 10pm.
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. 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. 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.
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.)- technical, security, physical, noise levels, Clean Desk policy etc.) 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
We'll offer paid-training that you'll complete from home as well as resources to encourage your career growth. 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. 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! #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.
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. 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.
Answers customer/client requests or inquiries concerning services and products and reports problem areas.
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.
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. 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.) access performance management tools and review individual performance (e.g., 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. (remote desktop observation call and screen recordings, live webcam monitoring, in-center side-by-sides, chat audits, etc.) 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.) 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)
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
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.