Escalation Manager, Customer Resolution (Project: SP) at AT&T Careers - AT&T Careers
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Escalation Manager, Customer Resolution (Project: SP)

Brno, South Moravian, Czech Republic

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Working time: US shifts
Location: Brno, Czech Republic

Serves as the customer advocate within the maintenance process. Demonstrates ownership and accountability for all maintenance processes (including but not limited to Trouble Management and Resolution, Communication, Project Management, Corporate Strategies Support and Business Directions, Performance Reports and Data Analysis) on behalf of the customer. Works closely with systems teams to improve processes and automated systems. Crosses organizational boundaries and overcomes traditional hierarchical structures by commanding and committing AT&T resources to respond to and resolve any and all maintenance issues.

Roles and Responsibilities:

- will support planned maintenance activities, inventory development, root cause analysis and NPS initiatives. - will support billing initiatives. Task may include tracking disconnects, credits, 72 hour notices and invoice review. - will support service delivery related initiatives. Task may include Customer Not Ready (CNR) support, Disconnect in Error (DIE) support, Test and Turn Up (TTU) support, Jeopardy support and MACD escalations.

Key Competencies and Skills:

- Expertise in AT&T systems and service assurance - Ideally 2+ years of experience - Customer interaction and delivering customer-focused results - Mobility, Provisioning and Billing is a plus - Knowledge of AT&T Business Products

Education and Qualifications:

Bachelor's Degree
Job ID 1909889-I Date posted 04/08/2019

Great job if you like the shifts and don't mind taking calls

Pros

Great benefits, 5 weeks training and ongoing training, mostly supportive managers, good facilities, competitive pay.

Cons

Shifts, mostly night shifts , some managers are more focused on targets than others so pressure can rise, no time between calls at busy times can be overwhelming

Current Employee - Customer Care Agent
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Perks

  • Health Coverage

    On top of sickness compensation, you’re covered with a private medical program, plus extensive life and disability insurance.

  • Employee discounts

    All our people earn discounts on the latest and greatest AT&T products and services.

  • Bonuses

    Earn extra pay for major life events and our annual team awards.

  • Team building events

    Connect with your coworkers at sports games, cultural events and other outings.

  • Lifestyle discounts

    Make your life better and more fun with discounts on select tickets, memberships and more.

  • On-site parking

    Parking right by your office makes travelling to work even easier.

  • Educational Opportunities

    Our award-winning AT&T University can help you learn new skills and grow your career.

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