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Bilingual Customer Service Representative, Credit & Collections Guadalajara

Guadalajara, Mexico

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resolve

Connect to our customers and negotiate payments.

"Working with customers is satisfying since I find joy by helping others. With the tools AT&T has provided us, we have helped our customers to be connected."

Juan — Representative in a Credit & Collections Call Center

Credit & Collections

Protect the company's assets with a team that values your integrity.

Why AT&T

This is your chance to use your excellent customer relationship expertise to work and resolve billing disputes, negotiate payments and set customers up with products and services that fit their needs. In our Bilingual English contact center, you’ll be the voice of our company, connecting our customers to all that AT&T has to offer.

Skills

  • Advanced Bilingual
    Spanish and English

    Interact seamlessly with business and consumer customers across the U.S. with advanced English fluency and comprehension.

  • Negotiate disputes
    with confidence

    Promote our products, resolve issues and find solutions that benefit both parties, all while providing a great customer experience.

  • Experience working
    with computers

    Research accounts, products and services, while being able to work independently using a Windows-based PC.

  • Relationship-building
    skills

    Advise customers on their financial situations and establish payment plans – experience with collections is a plus.

  • Excel in customer
    service

    Rely on training and your own background to resolve customer issues in one interaction.

Delivering best-in-class service is just the beginning. As a Bilingual Customer Service Representative, Credit & Collections, you’ll be part of a team of professionals dedicated to keeping our customers connected.

Help customers manage various services (DIRECTV, Lan Line, Cell Phone, Internet). Achieve successful collection by providing billing support and negotiating overdue account payments, using various credit and collection techniques and resources. Advocate for our external and internal global customers on matters spanning from product and service issues to billing, orders and complaints. Provide premier customer service by working with various groups for billing, message, and issue resolutions. Advance your skill set by working in one or more of the multiple queues over various customer contact channels.                            

You should be able to show:

  • Ability to deal with a variety of customers.
  • Ability to explain and sustain different charges on bills.
  • Ability to create a sense of urgency on our customers to help them get current on their accounts.
  • Ability to multi-task; using a computer while wearing a telephone headset, evaluate and offer different payment options for our customers.  take notes and create rapport with customers at the same time
  • Build relationships and retain the customer
  • Resolve the customer’s issue while on the phone
  • Need to be creative and innovative

To be successful working on our Credit and Collections team, you’ll need to:

• Have effective communication and negotiation skills, being able to overcome objections and find solutions. 

• Be capable of managing to a variety of customer emotions and requirements.

• Establish positive relationships with customers during every interaction. 

• Listen, respond, and resolve consistently on every call throughout your shift.

• Be comfortable using a personal computer to take notes and research billing questions while engaging with customers on the phone. 

Qualified candidates must meet the following requirements for the position:

• Advanced Conversational English to converse seamlessly with U.S. customers.

• Personal Computer experience with Microsoft Windows and Office.

• High school completion or one year of customer service.

• Ability to work anytime during operating hours with two days off per week; we operate 7am to 9:15 pm Monday to Saturday. 

• Previous experience in billing, collections, or similar roles is highly desired.

What’s in it for you? Start with the paycheck! Our monthly compensation package is:

• Base Salary: MXN$18,225

• Grocery voucher MXN $2,680

• Restaurant voucher MXN $1,761

In addition to competitive pay, an innovative workspace and career growth potential, as an employee of AT&T you’ll be eligible for some great rewards:

• 50% discount on five lines of AT&T Wireless service.

• Vacation days, plus three personal days, life insurance, onsite medical and more.

• Paid starting from your first day of training, including benefits.

• Daycare discounts with participating child care centers.

• Work from Home Support Allowance.

Your health and safety are a top priority.  All interviews are being conducted virtually, and all employees may be required to work/train from our office location or remotely, depending on the needs of the business.  AT&T will provide the necessary equipment and you will need to provide a suitable workspace with stable internet connection and cell phone signal.

As a result of COVID-19 Contingency circumstances, we are requesting our candidates to confirm their availability to train/work remotely. AT&T will provide the necessary equipment and you will need to provide a suitable workspace with stable internet connection and cell phone signal. This is a TEMPORARY measure, once the health authorities confirm the contingency measures changes, you should be available to work at our office location based on business unit needs. The change to permanent telework, in its case, will be in accordance with applicable Legal Regulations.

Ready to take our service to the next level? Apply today.




Job ID 2155225I Date posted 10/12/2021
Apply Now

Salary

MXN$: $18,225 per month

Overall compensation includes $18,225 MXN, plus vouchers and meal coupons.

AT&T reserves the right to terminate or amend any and all benefits plans at any time, for any reason, and AT&T employee participation in the plan is neither a contract nor a guarantee of future employment.

Benefits

Invested in your satisfaction and continued success.

We take care of our own here (hint: that could be you). Our benefits and rewards mean we cover some of your biggest needs with some of the coolest offerings. We already think we’re a pretty great place to work. We’re just trying to rack up some bonus points.

Take three personal days off, in addition to vacation time.

Time Off

Medical
Service

Complimentary rides are available to help you get to work.

Transportation

Get 50% off five AT&T wireless lines.

Exclusive
Discounts

Get covered with benefits that go above and beyond labor law standards.

Life Insurance

Learn the skills you need to succeed — and get paid doing it.

Full-paid
Training

We partner with two nurseries so you have one less thing to worry about.

Child Care
Discounts

Work for a global leader that supports you.

Direct
Employment
with AT&T

Applicant experience

  • Status updates

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    Stay updated on your status. Timing varies, so log in to see where we are.

  • Check email

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    Check your email regularly for any follow-ups.

    Don't forget SPAM folders!

  • Interview

    Hand Icon

    Your interview may be online. Make sure you have a strong connection and dress professionally.

One

Apply.

Two

Complete online assessments and video interview.

Three

Hiring Manager interview and call simulation.

Four

English assessment.

Five

Pre-employment onboarding (background check and hiring documentation).

Six

Offer and Hire.

Frequently Asked Questions

To qualify, you’ll need to have advanced English language fluency, being able to hold a business conversation with native English speakers. This position requires an English fluency assessment during the hiring process.

Once you’ve been selected, it takes an average of three weeks to be onboarded.

If hired, you’ll first attend a mandatory training class for an average of 7 weeks, Monday-Saturday, 8am to 5:30pm. You’ll have the option of taking the training from home with the right work environment – a stable internet connection, mobile phone signal, and a quiet space to work from.

During the current public health situation, employees with a stable home work environment are able to complete all training and work remotely. Requirements include a 20 Mbps internet connection, a consistent mobile phone signal, and a quiet, suitable space where you can set up company provided equipment and take customer calls. All employees that are not able to meet these requirements or have any lapse in services will need to immediately report to your assigned work location.

Our centers operate Monday through Saturday, from 7 a.m. to 9:15 p.m. Your work schedule may be any time during operating hours and will include two days off each week.

This position requires you to be available to work any shift during the call center operating hours, including Saturdays, Sundays and holidays.

Schedules are based on performance and seniority. Starting out you will be on the late shift (possibly up to six months), working every weekend.

Absolutely – with benefits too.

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