Business Customer Service Specialist I at AT&T in Joplin
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Business Customer Service Specialist I

Joplin, Missouri

Call Center Roles

As a Representative in a Credit & Collections Call Center, you’ll take a lead in keeping our customers connected. You will deliver a positive experience while working with customers to bring their overdue accounts current. Providing top-notch customer service with empathy and innovative solutions is what will deliver the answers our customers need – while also delivering a best-in-class experience.

As a Customer Service Representative, you’ll be part of a team of professionals dedicated to assisting customers with billing issues, technical questions, or just providing general help regarding their service. You’ll accomplish all of this using various tools and systems, as well as through your research savvy and resolution skills.

As a Representative in a Loyalty Call Center, you’ll use an empathetic ear to deliver strong conflict resolution and relationship building skills to retain our valued customers. You will use your talents to offer customized solutions and transform a frustrated exchange to a best-in-class customer experience.

As a Representative in a Sales Call Center, you’ll take the lead at the front-line of our company by identifying sales opportunities and offering customized solutions – all while providing excellent service for millions of customers. Your expert recommendations will ensure customers get the most out of the technology they love.

As a Representative in a Technology Support Call Center, you’ll know your way around the technical landscape. Get ready to deliver best-in-class service while helping customers get the most out of the technology they love. A positive attitude and a desire to stay up-to-date on the latest devices and technology will prepare you to provide innovative solutions to meet customer’s needs.

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  • Calm under pressure
  • Competitive, persuasive, motivated and sales driven
  • Patient and understanding
  • Have in-depth product understanding
  • Have a positive attitude
  • Attend 4-6 weeks worth of training
  • Be flexible with schedule based on business demand (may require nights & weekends)
  • Sell AT&T products and services
  • Always put customers first
  • Preferably 6 months to 1 year of customer service/sales work experience
  • Familiarity with Windows computers
  • An ability to deliver regular and reliable
    attendance (you’re important to our customers!)

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COVID-19

The safety of our applicants and employees is one of our top priorities. We provide personal protection protocols and equipment. We’re working to keep everyone safe, so we can keep our customers connected.

Learn More about how we are keeping everyone safe.

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Responsibilities

Business Customer Service Specialist I

Joplin, Missouri

What’s in it for you?

Our Business Customer Service Specialists earn an hourly base pay between $12.95 to over $17.00 to start (based on overall qualifications) plus have additional bonus/incentive opportunities of up to $3K per month. Currently we're also offering a weekday scheduled! That's right, no weekends! Add a full benefits package, including medical, dental, vision, 401(k), tuition reimbursement, paid time off, and work/life resources.

BUT, there is more, you receive an automatic pay increase every 6 months of active service up to top pay! Base pay + incentives; your future with AT&T is looking bright.

As an AT&T employee you’ll receive fabulous employee discounts that are on average 50% off the following services:
· Wireless devices, accessories & service
· AT&T internet & fiber
· AT&T phone (formerly U-verse Voice)
· DIRECTV NOW
· DIRECTV (including Free HBO & NFL Sunday Ticket)
· Savings on travel, apparel, electronics, automobile and gym membership

The Business Customer Service Specialist handles customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism. Strives to resolve customer issues with one call resolution then transition the call to Sales of additional products and services based on analyzing the customer's needs.

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. Makes financial decisions to protect/collect revenues and adjusts customer accounts. May be required to achieve a sales quota. 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:
1. Answers customer/client requests or inquiries concerning services, products, billing, equipment, claims, and reports problem areas.
2. May be required to work in one or multiple queues/skill sets over various customer contact channels.
3. Responsible for improving customer retention through programs and service provided to the customer
4. Utilizes mechanized systems to initiate and complete service orders and handle customer requests.
5. Continually maintain working knowledge of all company products, services and promotions.
6. Make recommendations according to customer's needs on features, accessories, upgrades and rate plans.
7. Utilize operational systems to process purchases of AT&T products and services; i.e. collections, payments for Wireless bills and accessories.

ESSENTIAL FUNCTIONS WHICH MAY BE REQUIRED FOR A PARTICULAR JOB:
1. Administer system functions on all opening, closing, and balancing procedures to according to finance guidelines.
2. May sell and provision wireless services, products, features, equipment and accessories.
3. May be 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 requirement


Required Qualifications:
• At least 18 years of age
• 6 months experience operating a computer in Windows based environment
• Availability to work a flexible schedule which includes all hours of call center operation
• Qualify on pre-employment screening

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


Mobility Call Center Assessment (MCCA)




Job ID 2117317
Date posted 03/24/2021

Hard work earns you perks

We believe in taking care of our team. Our awesome perks are just one way we show it. In school? You just might be eligible for tuition reimbursement. Planning a trip? We offer paid time off. And that's all on top of our 401(k) plan and medical and dental coverage.

Base Pay + Commission

With paid training, we’ll fill you in on everything you need to know before you start – and throughout your career.

Find 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.

Graduate to what’s next

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

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.

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.

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).

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Applicant experience

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

  • Stay updated on your status. 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.
  • Review this page and make sure this role is what you would expect

  • Complete the assessment

  • Phone interview

  • In-person interview and role-play

  • Conditional job offer

  • Complete the 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:

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