Customer Service Representative-Retention (Hybrid)

About the position

This job reports to our (1010 N Saint Mary's St. San Antonio, Texas 78215) location. If you are considered, you must be able to report to this location. Take the lead at the frontline of our company in a hybrid role (3-4 days onsite) 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. You'll proactively evolve to meet customers' needs and competitive demands. 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, sales channel coordination and billing and adjustments. You'll also engage third party vendors and suppliers as needed to address service faults and provide customer resolution. You may be tasked with identifying, tracking and rendering issues to assist in various root cause eliminations.

Responsibilities
? Handle wireless local number portability (WLNP), relocations, combined bill support, after hours inquiries and pre-paid service.
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? Troubleshoot and resolve customer impacting issues such as voice & data issues that span multiple networks and interdependent network elements.
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? Assist customers with products and services such as laptop connect services including air cards, USB devices, initial set-up, configuration of AT&T provided software & applications.
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? Proactively engage T3 support (network and IT) to address & resolve issues.
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? Remain proficient in all billing, rate plan and feature matters.
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? Coordinate with all sales channels for retention efforts on existing customer base.
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? May sell products and services offered by the Company.
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? Exhibit in-depth knowledge of all products, services, rate plans, feature bundles, and offers to provide best solution options and totally resolve customer issues.
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? Develop a proven track record of resolving issues and retaining customers.
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? Perform other duties as assigned by management.

Requirements
? Must have verified internet service (secure, reliable and dedicated high speed is required to support business needs).
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? Must maintain workspace in alignment with WFH standards (e.g., technical, security, physical, noise levels, Clean Desk policy etc.).
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? Be available, accessible, and accountable to work during established work schedules and shifts.

Nice-to-haves
? At least one year customer service experience.
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? Call Center experience.
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? Advanced typing/keyboarding skills.

Benefits
? Paid training that you'll complete from home.
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? Competitive compensation package.
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? Medical/dental coverage.
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? 401(k) plan.
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? Tuition reimbursement.
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? Paid time off.
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? 50% employee discount on eligible AT&T wireless plans and accessories.
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? 50% employee discount on AT&T Internet (Fiber where available).
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? Career growth opportunities.

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