Customer Care and Sales Call Center Representative (WFH)

Job Description:

Job Description - External

In order to qualify for this WFH (Work From Home) position, you must reside in one of the following states: Iowa; Illinois; Indiana; Minnesota; South Dakota; Nebra or Wisconsin.

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. While you drive to meet your daily and monthly sales goals, you’ll help our customers stay connected to what matters the most.

How you’ll make an impact

As a Premier Service Consultant specializing in customer acquisition and service, you’ll be frontline in providing solutions to prospective and existing customers to optimize their service experience, drive satisfaction and loyalty. You'll handle new service requests, helping customers get set up with the latest voice, internet, wireless plans and devices. Additionally, you will address existing customer needs, which include billing and payment, plan changes, upgrades, and technical support. Your goal will be to provide effective and timely resolutions for customers and deliver personalized recommendations for our latest products and services. Your consultative approach will help you meet monthly sales goals and ultimately deliver an outstanding customer experience.

What your day-to-day will look like

• You’ll identify upsell opportunities and make recommendations to right fit customers with the latest technology, services and offers.
• You’ll work in a fast-paced, inbound contact 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.

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