Job Description

*In order to qualify for this Work From Home (WFH) position, you must reside in one of the following states: Colorado, Idaho, Iowa, Montana, Nebraska, Nevada, New Mexico, North Dakota, Oregon, Utah, or Wyoming.*

This position offers a $3,000 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 $1,500 payment 1 year after hire date.

This is your opportunity to be the voice of AT&T \xe2\x80\x93 a global leader in communications and technology working from home! As a member of our team, you\xe2\x80\x99ll 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\xe2\x80\x99ll help our customers stay connected to what matters the most.

How you\xe2\x80\x99ll make an impact

In this multi-faceted role, you\xe2\x80\x99ll be trained to address a broad range of customer service call types including, collections, retention, sales channel coordination, billing and adjustments and advanced technical support. You\xe2\x80\x99ll use creative problem-solving skills to address complex customer questions and concerns while navigating between multiple tools and systems to update customer accounts and maintain records. 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 to ultimately deliver an outstanding customer experience.

What your day-to-day will look like

• You\xe2\x80\x99ll instill confidence and loyalty in the customers through thoughtful listening, utilizing your knowledge of AT&T\xe2\x80\x99s products and services to effectively service and retain customers.
• You\xe2\x80\x99ll be an expert at simplifying the explanation of customer bills, rate plans, and features of AT&T\xe2\x80\x99s products and services.
• You\xe2\x80\x99ll support customers with credit/inbound and outbound collections, activations, customer service, E-services, revenue, fraud, business and technical/roaming support inquiries, and other duties as required.
• You\xe2\x80\x99ll also engage Tier 3 support (network and IT), third party vendors and suppliers as needed to address issues, service faults and provide customer resolution.
• With your vital knowledge, you\xe2\x80\x99ll handle wireless local number portability (WLNP), relocations, combined bill support, after hours inquiries and pre-paid service.
• You\'ll use your problem-solving skills to troubleshoot and resolve various customer-impacting issues such as voice and data, that span multiple networks and elements. You\'ll need keep up with changes to technology and applications, so you can provide the best resolution for the customer.
• Get customers up and running with the latest products and services such as air cards, USB devices, as well as AT&T-provided software & applications.
• In this full-time WFH position (40 hours/week) you\xe2\x80\x99ll work a set schedule including breaks, lunches and scheduled open time to ensure availability to answer the customer\xe2\x80\x99s call and provide exceptional service.

What you can look forward to

Our Customer Service Representatives earn between $16.31 & $19.31 per hour + additional compensation up to $3,000 per month if all sales goals and performance expectations are met. With these great opportunities, our top sellers earn $76,170 per year. Individual starting salary within this range may depend on geography, experience, expertise, and education/training.

Joining our team comes with amazing perks and benefits

\xc2\xb7 Medical/Dental/Vision coverage

\xc2\xb7 401(k) plan

\xc2\xb7 Tuition reimbursement program

\xc2\xb7 Paid Time off and holidays (With some exceptions bargained employees qualify for one week of PTO after 6 months of service and 2 weeks after the first year). At least 6 company designated holidays and additional PTO (based on bargaining group to which you are hired).

\xc2\xb7 Sick leave

\xc2\xb7 Paid Parental Leave

\xc2\xb7 Adoption Reimbursement

\xc2\xb7 Disability Benefits (short term and long term)

\xc2\xb7 Life and Accidental Death Insurance

\xc2\xb7 Supplemental benefit programs: critical illness, accident hospital indemnity/group legal

\xc2\xb7 Employee Assistance Programs (EAP)

\xc2\xb7 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\xe2\x80\x99re 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 of the equipment you\xe2\x80\x99ll 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 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 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\xe2\x80\x99re ready to take the lead as the voice of AT&T, we\xe2\x80\x99d love to hear from you! #Virtualjob #Virtualwork #connectourcustomers

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