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Customer Service Sales and Retention Call Center Representative - Hybrid

Tulsa, Oklahoma

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support

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

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

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

Credit & Collections Representative

Customer Service

Loyalty (Retention)

Sales

Call Center

Use your customer service skills to give people the power to connect.

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.

Female employee with headset on and smiling

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
Male employee with headset on and smiling

You're
Ready To

  • Attend 6-8 weeks worth of training
  • Be flexible with schedule based on business demand
  • Up-sell AT&T products and services
  • Always put customers first
Male employee with headset on looking at a smartphone

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
Female employee with headset on and smiling

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

Job Overview

Job Description:

Don’t miss this opportunity to jumpstart your
sales career. Come interview with us in-person
at our upcoming open recruiting session in the
Tulsa, OK area on July 25th!


Come ready to meet the AT&T Sales
Management Team and learn all about a career

with #LifeAtATT!


Join us at our AT&T Call Center:

15901 E Skelly Dr
Tulsa, OK 74116

Date: Thursday, July 25th

Time: 10am-4pm cst


To save time, please apply and complete testing ahead of time.

This job reports to our (15901 E Skelly Dr, Tulsa, OK) location. If considered, you must be able to report to this location.

Take the lead at the frontline of our company in a hybrid role that works in center and from home. In this multifaceted role, you’ll assist with telephone and virtual customer interactions working in center 3-4 days weekly and remotely from home 1-2 days weekly. You’ll utilize various tools and systems (telephone, e-email, e-care, correspondence, TTY and online chat) for this WFH Hybrid role. You’ll proactively evolve to meet customers’ needs and competitive demands. Success will depend upon your in-depth knowledge of AT&T’s products and services and your ability to provide effective resolutions.

Our call center environment is constantly evolving so we’ll look to you to drive tools and technology to enable first call resolution. In the process, you’ll develop experience with a broad range of customer service call types like: advanced technical support, collections, retention, sales channel coordination and billing and adjustments. You’ll also engage third party vendors and suppliers as needed to address service faults and provide customer resolution. You may be tasked with identifying, tracking and rendering issues to assist in various root cause eliminations.

In addition to these duties, you’ll be required to:

Handle wireless local number portability (WLNP), relocations, combined bill support, after hours inquiries and pre-paid service.
Troubleshoot and resolve customer impacting issues such as but not limited to: voice & data issues that span multiple networks and interdependent network elements, considering network conditions, connectivity, devices, applications, provisioning and billing. (Note: The skill and knowledge required will change with technology and application innovations.)
Assist customers with products and services such as but not limited to laptop connect services including air cards, USB devices, initial set-up, configuration of AT&T provided software & applications.
Proactively engage T3 support (network and IT) to address & resolve issues.
Remain proficient in all billing, rate plan and feature matters.
WFH Requirements:

You will need verified internet service with minimum of 12mb upload speed and 18mb download speed and an established dedicated work area (desk, chair, electrical outlet, surge protector, direct LAN connection). AT&T will provide the equipment you’ll need to get started! (keyboard, monitor, computer, mobile device, etc.)
Your workspace will need to be in alignment with WFH standards (e.g., technical, security, physical, noise levels, Clean Desk policy etc.) and you’ll participate in workspace audits (e.g., remote desktop observation, call and screen recordings, live webcam monitoring, pictures of workspace setup, video chats, etc.).
You will need to be available, accessible, and accountable to work during established work schedules and shifts, follow technical support processes, comply with organizational security and compliance standards, trainings, performance management, recurring management routines, manual and automated remote monitoring policies, etc.
We prefer that you have:

At least one year customer service experience
Call Center experience
Advanced typing/keyboarding skills
What you can look forward to

Paid training you’ll complete from in-center and home, and additional resources to support you. Our Premier Service Consultant earn $20.22/hr + up to $3000 in commissions monthly if all sales goals are met. Not to mention all the other amazing rewards that working at AT&T offers. Individual starting salary within this range may depend on geography, experience, expertise, and education/training.
Joining our team comes with amazing perks and benefits:
Medical/Dental/Vision coverage
401(k) plan
Tuition reimbursement program
Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
Paid Parental Leave
Paid Caregiver Leave
Additional sick leave beyond what state and local law require may be available but is unprotected
Adoption Reimbursement
Disability Benefits (short term and long term)
Life and Accidental Death Insurance
Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
Employee Assistance Programs (EAP)
Extensive employee wellness programs
Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone What we’re looking for
Call center or customer service experience
Flexibility to work any schedule during hours of operation is essential. Specific job assignments may require day, evening, weekend, or holiday hours. Occasional overtime may be required.
Ability to work onsite in one of our call centers.
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. Watch this video and apply today! #virtualjob #virtualwork. .

The Premier Service Consultant (Hybrid) assists customers with questions and concerns on all products and services offered by the Company through research and resolution using various tools and systems. Handles telephone and virtual customer contacts while working in center 3-4 days weekly and remotely from home 1-2 days weekly. Coordinates with all sales channels for retention efforts on existing customer base. May sell products and services offered by the Company. May resolve inquiries received via telephone, e[1] mail, e-care, correspondence, TTY, and on-line chat. Customer interaction may result from a variety of contact methods, including but not limited to direct calls from customers, transferred callers or the resolution of trouble tickets. Responsibilities within the Premier Service Consultant (Hybrid) role may also include those that require additional training in other areas within the broad duties of general customer care once competency has been demonstrated. By way of example, these may include but are not limited to sales, saves, retention, high value customers, billing and adjustment teams, advanced technical support, and/or collections work. Exhibits in-depth knowledge of all products, services, rate plans, feature bundles, and offers to provide best solution options and totally resolve customer issues. Develops a proven track record of resolving issues and retaining customers. Performs other duties as assigned by management.

It is critical & significant to recognize & provide for the following:

The AT&T environment is constantly evolving to meet customer and competitive demands and will continue to do so; we need the flexibility to evolve with it.
Customer interactions that are viewed as requiring “specialized” skills today may be mainstreamed tomorrow as we continue to drive tools and technology to enable first call resolution at the frontline.
Training content, call types and responsibilities may change over time at the discretion of the company as the business evolves and our technology & tools advance.
Continued investment will be made in the self-service options we provide to our customers, eliminating the need for the customer to call in for service and allowing customers to self-service in additional areas.

GENERAL ESSENTIAL FUNCTIONS WHICH ARE NORMALLY REQUIRED: The essential functions listed below are representative of duties performed by this job title. Duties generally may include but are not limited to the following:

Answers customer/client requests or inquiries concerning services and products and reports problem areas.
Utilizes various systems and tools to initiate to assist and service customers.
Continually maintains working knowledge of all company products, services and promotions.

Make recommendations according to customer’s needs.
Utilizes operational systems to process purchases of all products and services.
Handles inquiries from customers related to billing, rate plans, features and services, network, coverage, handsets & devices, accessories, repair & troubleshooting, credits & adjustments, etc.

Handles credit checks, service activations and changes, and receivables management/collections May sell all services and products offered by the Company; handles inquiries on data products, services, billing and troubleshooting.

May handle WLNP, relocations, combined bill support, after hour inquiries, and pre[1] paid service.

Troubleshoots and resolves customer impacting issues such as but not limited to voice & data issues that span multiple networks and interdependent network elements, considering network conditions, connectivity, devices, applications, provisioning and billing. (Note: The skill and knowledge required will change with technology and application innovations.)

Provides support for products and services offered by the Company.
Assists customers with products and services such as but not limited to laptop connect services including air cards, USB devices, initial set-up, configuration of AT&T provided software & applications.
Handles less routine & repetitive matters and more complex troubleshooting scenarios.

Identifies, tracks & trends issues to assist in root cause elimination.
Proactively engages T3 support (network and IT) to address & resolve issues.
Engages third party vendors and suppliers as needed to address service faults & provide customer resolution.

Remains proficient in all billing, rate plan and feature matters.
Able to communicate effectively, both verbally and in writing.
Ability to engage in center or virtually with management as needs of the business require.

ESSENTIAL FUNCTIONS WHICH MAY BE REQUIRED FOR A PARTICULAR JOB:
Administer system functions on all opening, closing, and balancing procedures according to finance guidelines.
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.
Ensure work area is maintained in a clean and professional environment; i.e. brochure stocks, promotions display and workstation.
Handles executive escalations to the office of the president as well as any other escalation as directed by management.
Handles regulatory escalations.
Demonstrates proficiency in all billing and technical matters to efficiently assist customers & resolve the escalation.
Coordinates effectively with other departments as needed to resolve customer issue.
Communicates effectively and timely to regulatory agencies as required per service level agreements.

PREFERRED QUALIFICATIONS:
At least one-year customer service experience preferred.
Call Center experience preferred.
Advanced Typing/keyboarding skills preferred.

SPECIAL JOB REQUIREMENTS:
Specific job assignments may require day, evening, weekend or holiday hours.
Be available, accessible, and accountable and technical/roaming support inquiries, and other duties as required.
Ensure work area is maintained in a clean and professional environment; i.e. brochure stocks, promotions display and workstation.
Handles executive escalations to the office of the president as well as any other escalation as directed by management.
Handles regulatory escalations.
Demonstrates proficiency in all billing and technical matters to efficiently assist customers & resolve the escalation.
Coordinates effectively with other departments as needed to resolve customer issue. –
Communicates effectively and timely to regulatory agencies as required per service level agreements.

JOB REQUIREMENTS:
Specific job assignments may require day, evening, weekend or holiday hours.
Be available, accessible, and accountable to receive notifications related to unique scheduling needs (e.g., unexpected volume spikes, disaster recovery, etc.) as determined by the Company.
Be available, accessible and ready to work during established work schedules, e.g., on phone/available status in accordance with adherence measures as determined by the Company.
Occasional overtime may be required.
Ability to complete all required training in center or in a virtual environment inclusive of required knowledge checks as determined by the Company.
Be available, accessible, and accountable to participate in required security awareness training and testing (e.g., able to understand and validate knowledge of company requirements, compliance, and policies) as determined by the Company.
Be available, accessible, and accountable to comply with organizational security and compliance standards and participate in required security monitoring and audits (e.g., remote desktop observation, call and screen recordings, live webcam monitoring, home inspection of workspace, etc.) as determined by the Company.
Be accountable to protect workstation configuration and prevent configuration changes or personalization while using all technology tools as determined by the Company.
Follow WFH logistics guidelines (e.g., equipment receipt, equipment setup, travel considerations, workstation security processes, equipment return policies and processes, etc.) as determined by the Company.
Be available, accessible, and accountable to follow technical support processes (e.g., setup, troubleshooting, escalations, communications, etc.) as determined by the Company.
Be available, accessible, and accountable to participate in recurring management routines as determined by the Company. These in center or virtual meetings and routines may include, but are not limited to, attendance and participation at all required and ad hoc meetings (e.g., team huddles, coaching, disciplinary actions, training, investigatory meetings, grievances, etc.). These in center or virtual actions will take place via a variety of methods as technology allows and is developed, and may include telephone, teleconference software, video conference, messaging software, etc. as determined by the Company. Maintain a workspace in alignment with WFH standards (e.g., technical, security, physical, noise levels, Clean Desk policy etc.) and participate in workspace audits (e.g., in-center and remote desktop observation, call and screen recordings, live webcam monitoring, pictures of workspace setup, video chats, etc.) as determined by the Company.
Be available and accountable to regularly (e.g., daily, weekly, etc.) access performance management tools and review individual performance (e.g., dashboards, reports, etc.) as determined by the Company.
Be available, accessible, and accountable to participate in interaction and communication-related policies, processes, and audits inclusive of all work time not just interactions directly with customers. (e.g., remote desktop observation call and screen recordings, live webcam monitoring, in-center side-by-sides, chat audits, etc.) as determined by the Company.
Be available, accessible, and accountable to participate in manual and automated remote monitoring policies and practices (e.g., voice and screen recordings, desktop observation without notification, voice and chat analytics, real-time agent feedback inclusive of automated intelligence tools, etc.) to identify and address training, coaching, and quality opportunities as determined by the Company.
Be accountable to participate in and follow all organization-wide and WFH-specific published policies (e.g. Code of Conduct, Time Keeping Policy, etc.) as determined by the Company.
Must meet Minimum workspace requirements including verified internet service with upload/download ability as determined by the Company and established dedicated work area (desk, chair, electrical outlet, direct LAN connection)

PHYSICAL REQUIREMENTS: Ability to sit or stand for long durations (e.g., 8 hours) and engage with customers as dictated by needs of the business.

BASIC QUALIFICATIONS TESTS: Applicants will be expected to pass any assessments or tests associated with the position.

TRAINING:
Classroom and/or virtual training as dictated by needs of the business (e.g. in other areas within the broad duties of general customer care once competency has been demonstrated).
On-the-job training

Weekly Hours:

40

Time Type:

Regular

Location:

Tulsa, Oklahoma

It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities.



Job ID R-27804 Date posted 06/19/2024
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

When it comes to priorities, we know family tops the list. For the moments that matter the most, you'll be there for them, and we'll be here for you.

Family Leave

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

Give back to your community and connect with colleagues through social and team-building events, and annual paid time off for volunteer efforts of your choice.

Community & Team Events

Wellness resources and incentives to help you prioritize your health and wellbeing and be your best self inside and outside of work.

Total Wellbeing

Applying?
Here’s what to expect.

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  • Pass assessment

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  • 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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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
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Interview – check your email for updates

Five

Conditional job offer

Six

Background check

Seven

Congratulations and welcome to AT&T!

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