Customer Service Representative - Retention (Hybrid) - AT & T

Job Description:

This hybrid position reports to our 12150 Research Parkway, Orlando, FL 32826 location and works in center 3-4 days weekly and remotely from home 1-2 days weekly.  If selected, you must be able to report to this location.

This is your opportunity to be the voice of AT&T – a global leader in communications and technology. As a member of our team, you’ll redefine customer service, creating meaningful connections with each customer. Every interaction is an opportunity to introduce the latest technology, services and offers to help our customers stay connected to what matters the most.

How you’ll make an impact

As a Premier Service Consultant specializing in customer retention, you’ll play a crucial role in sustaining the customer relationship as the last line of defense in preventing churn. You’ll assist customers who request to downgrade or cancel services by leveraging solution-based retention strategies to address their needs while reintroducing the value and benefits of our products and services. Your goal will be to deliver personalized and timely solutions to effectively service customers and retain their business. Your consultative approach will help you meet monthly retention goals and foster customer loyalty while delivering an exceptional customer experience.

What your day-to-day will look like

• You’ll instill confidence and loyalty in customers by using problem solving to deescalate issues and reverse the course of cancellation requests into save opportunities and right fitting customers with the latest technology, services, and offers.
• You’ll work in a fast-paced environment that handles a high volume of calls, chats, emails, or other types of customer interactions.
• You’ll use multiple tools and systems to resolve various service, billing, and payment inquiries as well as maintain customer records.
• You’ll be an expert at simplifying the explanation of customer bills, rate plans, and features of AT&T’s products and services.
• When issues arise, you’ll step in to perform basic troubleshooting and/or engage Tier 3 support to resolve various customer-impacting issues that span multiple networks such as Internet, voice, and data services.
• In this full-time position (40 hours/week) you’ll work a set schedule including breaks, lunches and scheduled open time to ensure availability to answer the customer’s call and provide exceptional service.
• Premier Service Consultants may be cross trained to address a broad range of customer service call types including collections, retention, sales channel coordination, billing and adjustments, and advanced technical support based on the needs of business.

What you can look forward to

• Paid training and additional resources to support success in your new role as an AT&T Premier Service Consultant.

Our Premier Service Consultants earn between $18.31 hourly + up to $36,000​ in commissions yearly if all sales goals are met. Not to mention all the other amazing rewards that working at AT&T offers. Individual starting salary within this range may depend on geography, experience, expertise, and education/training.

Joining our team comes with amazing perks and benefits:

• Medical/Dental/Vision coverage
• 401(k) plan
• Tuition reimbursement program
• Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
• Paid Parental Leave
• Additional sick leave beyond what state and local law require may be available but is unprotected
• Adoption Reimbursement
• Disability Benefits (short term and long term)
• Life and Accidental Death Insurance
• Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
• Employee Assistance Programs (EAP)
• Extensive employee wellness programs
• Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone

What we’re looking for

• Call center or customer service experience.
• Flexibility to work any schedule during hours of operation is essential. Specific job assignments may require day, evening, weekend, or holiday hours. Occasional overtime may be required.

WFH Requirements

• You will need verified internet service (secure, reliable, and dedicated high speed is required to support business needs) and an established dedicated work area (desk, chair, electrical outlet, direct LAN connection). AT&T will provide all the equipment you’ll need to get started! (keyboard, monitor, computer, mobile device, etc.)
• Your workspace will need to be in alignment with WFH standards (e.g., technical, security, physical, noise levels, Clean Desk policy etc.) and you will participate in workspace audits (e.g., 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.

Want to learn more about our work from home roles? Watch this video.

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 ready to take the lead as the voice of AT&T, we’d love to hear from you!

If you are considering jobs like Wireless Sales, Call Center Representative, Customer Service Representative, Inbound Sales Representative, or Call Center Agent, this career move would be a great fit!

#Connectourcustomers

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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.