Client Service Rep (Fully Remote) - At&t : Job Details

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.

• 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.)- 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

• Call Center experience
• Advanced typing/keyboarding skills
• At least one-year customer service experience preferred.

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.

• Utilizes various systems and tools to initiate to assist and service customers.
• Continually maintains working knowledge of all company products, services and promotions.
• 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.
• 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.
• 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.
• 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.
• Communicates effectively and timely to regulatory agencies as required per service level agreements.

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.

• i.e. brochure stocks, promotions display and workstation.
• Specific job assignments may require day, evening, weekend or holiday hours. - 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.) Be accountable to protect workstation configuration and prevent configuration changes or personalization while using all technology tools as determined by the Company.
• equipment receipt, equipment setup, travel considerations, workstation security processes, equipment return policies and processes, etc.) Be available, accessible, and accountable to follow technical support processes (e.g., setup, troubleshooting, escalations, communications, etc.) 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. 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.