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Company: AT&T
Location: Manhattan
Posted on: January 6, 2022

Job Description:

Premier Service Consultant - WFH

  • In order to qualify for this WFH position, you must reside in one of the following states: AR, KS, MO, OK, TX
    Take the lead at the frontline of our company from the safety of your home. In this multifaceted role, you'll assist with telephone and face-to-face customer interactions that utilize various tools and systems (telephone, e-email, e-care, correspondence, teletypewriter and online chat). 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.

    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:

      • Must have 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). Company will provide equipment (keyboard, monitor, computer, mobile device, etc.)

      • Must maintain workspace 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.).

      • 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

          What's in it for you? We'll offer paid-training that you'll complete from home as well as resources to encourage your career growth. We also offer a competitive compensation package. You'll also gain an amazing benefits package with medical/dental coverage, 401(k) plan, tuition reimbursement and paid time off. Rounding out these benefits and perks we also provide 50% employee discount on:

          • 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)

          • Free AT&T TV or U-verse TV - $10 tech and/or equipment fees may apply

          • 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. #virtualjob #virtualwork

Keywords: AT&T, Manhattan , PREMIER SERVICE CONSULTANT (WFH), IT / Software / Systems , Manhattan, Kansas

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