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Customer Service Sales Retention

Your future
is calling.

Customer Service Representative

Johnson City, Tennessee

Overview

Career level:
Entry
Intermediate (1-2 years of experience)
Advanced

Don’t pass this one up. Inside our Call Centers, you can play a major role keeping customers happy and connected to the products and services they need most. Help us maintain our relationships with them, and grow your career along the way.

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Ideal candidate

  • Have advanced
    computer skills
  • Have a high school diploma
  • Be experienced in sales
  • Have experience with call
    center work, preferred
  • Have experience in
    retention, preferred

What makes a successful Retention Sales Representative?

  • Positive attitude
  • Adaptability - every call is different
  • Empathy
  • Calm under pressure
  • Persuasion skills

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Start here. Go anywhere.

A role with us opens to endless possibilities for your career. See what we mean below:

Customer Service Sales Retention

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A day in the life

Speech bubbles A day in the life

Not every customer is completely satisfied for any number of reasons. That’s where you come in.

You’ll bring strong skills in relationship building and conflict resolution to motivate customers to continue using our products. That means working with creative negotiation and sales techniques in a fast-paced environment.

Customers will be frustrated. That’s why it’s important for you to be a great empathetic listener.

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Customer Service Representative

Johnson City, Tennessee

What's in it for you?


Start with the paycheck: Customer Service Representatives
start between $13.62 and $15.11 per hour. We’ll provide on-the-job paid training
and resources in a supportive environment that encourages your professional
growth.AND, you receive an automatic
pay increase every 6 months of active service up to top pay!


You’ll receive 50% off your AT&T wireless service and
discounts on other AT&T products and services (i.e. DirecTV, WIFI, etc..).Add to all that a full benefit package,
including medical, dental, vision, 401(k), tuition reimbursement, paid time
off, and work/life resources.


Take the lead at the front line of our company. You’ll
offer customized solutions, opportunities and provide service for millions of
customers – one at a time. Be a part of an award-winning team that passionately
cares about customers. Your expert recommendations will ensure customers get
the most out of the technology they love.


What does it take to deliver best-in-class service and technology? Excellent
communication skills. You’ll handle customer service calls ranging from billing
and payments to plan changes and upgrades. Your consultative approach to
customers’ needs will deliver personalized recommendations of AT&T products
and services.  


Do you have prior customer service/sales experience or a college degree? If so,
you may be eligible for higher pay.


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.


Handles past due accounts,
negotiate for payments, customer questions, complaints, and billing inquiries
with the highest degree of courtesy and professionalism to resolve customer
issues with one call resolution. Offers alternative solutions where appropriate
with the objective of retaining customer's business. Handles business
transactions in connection with activation of new customer accounts on a
computer terminal. Communicates with customers using web-based tools and
demonstrates the associated proficiency in typing and grammar.Has broad working knowledge of AT&T
practices and operations and demonstrates continued and consistent proficiency
in most of the skill sets utilized within the Host Call Center. May assist
management with scheduling and tracking of the workforce and vacation schedules
in accordance with set Company guidelines and requirements. May assist in
training new employees. Performs other duties as assigned by management.





GENERAL DUTIES:


The essential functions listed below are representative of duties performed by
this job title. Duties generally include but are not limited to the following:


GENERAL ESSENTIAL FUNCTIONS WHICH ARE NORMALLY REQUIRED:

• Utilize operational systems to process purchases of
AT&T products and services; i.e. collections, payments for Wireless bills
and accessories

• Answers customer/client requests or inquiries concerning services, products,
billing, equipment, claims, and reports problem areas

• May be required to work in one or multiple queues/skill sets over various
customer contact channels

• Responsible for improving customer retention through programs and service
provided to the customer

• Utilizes mechanized systems to initiate and complete service orders and
handle customer requests

• Continually maintain working knowledge of all company products, services and
promotions

• Make recommendations according to customer's needs on features, accessories,
upgrades and rate plans

ESSENTIAL FUNCTIONS WHICH MAY BE REQUIRED FOR A
PARTICULAR JOB:



• Administer system functions on all opening, closing, and balancing procedures
to according to finance guidelines

• Responsible responsible for credit/inbound and outbound collections,
activations, customer service, E-services, revenue, fraud, business and
technical/roaming support inquiries, and other duties as required

PHYSICAL REQUIREMENTS:


• No physical requirements

Required Qualifications:


TESTS: Applicants will be expected to pass any assessment associated with the
position.

Study Guide for pre-employment screening (click the link below to open the
study guide)

Mobility Call Center Assessment (MCCA)



TRAINING:

• Classroom training

• On-the-job training

• On-line training

SPECIAL JOB REQUIREMENTS:

• Specific job assignments may require day, evening, weekend or holiday hours.
Overtime may be required

• One-year customer service work experience preferred. Excellent communication
and computer skills


Provisions listed in these Job Descriptions may be changed or modified by
AT&T Mobility without prior notice at any time, at the Company's sole
discretion.



Job ID 2001548
Date posted 03/18/2020

Applicant Experience

Want to know what to expect? Here’s a breakdown of the typical application process.

  • Check your status regularly. Timing varies, so log in to see where we are.
  • You may have to pass an assessment before moving on to the next step.
  • If you don’t pass on your first attempt, you’ll be eligible to retake your assessments after 6 months.
  • Your interview may be online. Make sure you have a strong connection and dress professionally.
  • Watch this video to see what the job’s really like

  • Complete the assessment

  • Phone Interview

  • In-person interview

  • Conditional job offer

  • Drug screening and background check

  • Congratulations and welcome to AT&T!

Completing your assessment

  • See if you're a fit by taking the required assessment

  • Test your decision making and memory skills with a quick exam

  • Keep an eye on your inbox - we'll be in touch about the next step

Want an idea of what will be on the assessment? You can prepare by taking a look at our study guides:

Amazing company.

Pros

Team work. Atmosphere. Money. Company. Great benefits. Good training. The company is a fortune 10 company and treads its workers as such.

Cons

They sales reps are expected to sale everything in entertainment. So not only are you worried about phones but also have to worry about directv.

Current Employee - AT&T Sales Representative in Tyler, TX
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Perks

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.

  • Party every (pay) day

    Let’s start with the big one: Your work gets rewarded with competitive compensation and benefits. It really does pay to be on our team.

  • Save on swag

    Wanna make your friends really jealous? You’ll get discounted access to the latest and greatest AT&T products and services – plus other awesome items, like tickets to live events.

  • Get some “you” time

    Vacation? Staycation? Heck, let’s take a road trip. On top of paid holidays, chill out with paid time off (PTO) that you can spend any way you want.

  • Upgrade your skill set

    You strike us as an over-achiever (don’t worry, it’s a compliment). Our training and development programs are your ticket to expert status in your job.

  • Graduate to what’s next

    Our people have class. Literally. We can help you out on approved education costs with our tuition assistance plan.

  • Stuff your piggy bank

    When the day comes that you get some much needed R&R (not that you’d ever want to leave #LifeAtATT) you’ll know your future is set with the AT&T Retirement Savings Plan (ARSP).

  • Know you’re covered

    Here’s another reason to breathe easy: You and your family get access to excellent medical, dental and vision insurance options.

LifeAtATT

This is the life – the #LifeAtATT, that is. We’re creating what’s next and having a blast doing it. You’re looking for proof? Well, see for yourself.

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