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Business Customer Service Specialist II

Oklahoma City, Oklahoma

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excite

Put your customer skills to work on the front line of our operations.

Credit & Collections

Headset

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.

Customer Service

Headset

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.

Loyalty (Retention)

Headset

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.

Sales

Headset

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.

Technology Support

Headset

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.

Credit & Collections Representative

Customer Service

Loyalty (Retention)

Sales

Technology Support

Call Center

Join us and find endless ways to support our customers while moving the world forward.

Call Center

Hold the phone — this will be huge. You’ll be the voice of a global company. What’s on the line? The chance to put your customer service skills to work and endless opportunities for your career.

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You Are

  • Calm under pressure
  • Have a solution-oriented mindset
  • Tech savvy and open to learning about new tech
  • A clear and effective communicator
  • Able to maintain a positive mindset
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You're
Ready To

  • Attend 6-8 weeks worth of training
  • Be flexible with schedule based on business demand
  • Sell AT&T products and services with enthusiasm and persuasion
  • Always put customers first
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You'll Bring

  • A high school diploma or have earned your GED
  • At least one year of customer service/sales work experience
  • Familiarity with Windows computers
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You Are

Male employee with headset on and smiling

You're Ready To

Male employee with headset on looking at a smartphone

You'll Bring

What’s in it for you? We’ll provide on-the-job paid training and resources in a supportive environment that encourages your professional growth. We also offer a competitive compensation package. Customer Service Representatives start between $16.63 and $17.63 per hour.  Works in the Business segment and with business customers as identified by the Company. Acts as an "internal help desk" for Business Customer Service Specialist 1 and possibly other employees such as but not limited to Customer Service Rep 1 and 2, also may act as "help desk" for an external customers "help desk". Provides detailed troubleshooting and education to representatives in the areas such as billing, roaming, systems, equipment and network issues/outages. Liaison with local NOC, submits trouble tickets to Technical Operations. Must be skilled in working with both voice and data products (phones, cameras, handheld devices, etc.) and possess a working knowledge of a broad range of Company products/services. Must have strong systems knowledge. Must have the ability to troubleshoot, problem solve, and educate others regarding m-Mode, OCS and data services, features, devices and applications. May troubleshoot multiple devices, lines of service, or issues (both legacy blue and orange) simultaneously, issues are highly complex. Must be able to coordinate support efforts with multiple functions (e.g., Sales, Network, and 3rd party vendors, IT, and/or Performance Mgt. Partners). May assist management with coaching and feedback to other representatives, and the Team Managers regarding other Representatives performance. Role may be responsible for working with appropriate parties to resolve systems errors that impact billing data downloading. Role may be responsible for managing the receivables for business customers who are classified as National Contracted Consolidated Billing accounts. Representatives will work with the highest revenue generating accounts. May often work in multiple systems; including 5 billing systems, with each customer interaction. Issues would include complex billing discrepancies within the systems that delay the customer from payment and create the need for reconciliation and education. Often requires interpretation and explanation of custom offers to the Customer. May be required to set up and facilitate con calls with both the Customer as well as the internal functions necessary to resolve the Customers issue (Business Sales, IT, etc.)

Excellent communication and follow-up on progress with complex issues. May be responsible for leading projects and 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. Provides "internal help desk support" to Representative I level employees concerning services, voice and data products, billing, equipment, claims, and reports problem areas.
2. Provides "help desk" support to external customers "help desk".
3. Utilizes mechanized systems to initiate and complete trouble tickets.
4. Brings resolution to systems errors that impact billing database.
5. Responsible for managing receivables for Cingular's largest revenue customers.
6. Continually maintains working knowledge of all company products, services and promotions. Provides coaching and feedback if and as assigned by management.
7. Assists in training and development of Customer Service personnel


SPECIAL JOB REQUIREMENTS:

Roles will be required to use various different systems depending on the type of work being done and will be required to have advanced knowledge of the systems beyond that of a Business Customer service Specialist 1.

TRAINING
• Classroom training.
• On-the-job training.
• Other as identified by management.

BCS functions currently in this job category:
• EDHD
• EVHD
• ANS-ASR
• BRM-Win CD
• NBS-Product Support Rep.
• NBS-Database Exceptions (Reconciliations Rep)

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.

AT&T will consider for employment qualified applicants in a manner consistent with the requirements of federal, state and local laws




Job ID 2143131 Date posted 07/28/2021
Apply Now

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.

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.

Compensation

Paid Time Off

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

Tuition
Assistance

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

Insurance Options

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.

Discounts

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.

Training & Development

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).

Savings

Applicant experience

  • Status updates

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  • Check email

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    Check your email regularly for any follow-ups.

  • Pass assessment

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    You may have to pass an assessment before moving on to the next step.

  • First attempt

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    If you don't pass on your first attempt, you'll be eligible to retake your assessments after 6 months.

  • Interview

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

One

Review this page and make sure this role is what you would expect

Two

Complete online application

Three
Complete the assessment

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

Call Center Virtual Job Tryout
Four

Phone Interview

Five

In-person interview and role-play

Six

Conditional job offer

Seven

Drug screening and background check

Eight

Congratulation and welcome to AT&T!

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.

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