**This position reports to our ** **12911 183rd St, Floor 003, Cerritos, CA 90703 **location. If selected, you must be able to report to this location.
How you’ll make an impact:
As a Business Premier Service Consultant, you’ll assist Business customers with requests, questions, and inquiries on all products and services offered. In this multi-faceted role, you’ll be trained to address a broad range of customer service call types including, billing, collections, retention, service activations and changes, credits and adjustments, troubleshooting, advanced technical support and more. You’ll use creative problem-solving skills to address complex customer questions and concerns while navigating between multiple tools and systems to update customer accounts and maintain records.
Your goal will be to provide effective and timely resolutions for customers and deliver personalized recommendations for our latest products and services. Your consultative approach will help you meet monthly sales goals and to ultimately deliver an outstanding customer experience. What your day-to-day will look like - You’ll instill confidence and loyalty in the customers through thoughtful listening, utilizing your knowledge of AT&T’s products and services to effectively service and retain customers.
You’ll be an expert at simplifying the explanation of customer bills, rate plans, and features of AT&T’s products and services.
With your vital knowledge, you’ll handle wireless local number portability (WLNP), relocations, combined bill support, after hours inquiries and pre-paid service.
Get customers up and running with the latest products and services such as air cards, USB devices, as well as AT&T-provided software & applications.
In this full-time position (40 hours/week) you’ll work a set schedule including breaks, lunches and scheduled open time to ensure availability to answer the customer’s call and provide exceptional service.
What you can look forward to:
A competitive compensation package $22.92 per hour.
Paid training and additional resources to support you.
Excellent benefits package with medical/dental coverage, 401(k) plan, tuition reimbursement and paid time off.
Employee Discounts of up to 50% off on:
Eligible AT&T wireless plans (up to two accounts per employee; up to 10 lines per account) and wireless accessories
AT&T Internet (Fiber where available)
AT&T phone & AT&T wireless home 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.
Desire 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 ready to take the lead as the voice of AT&T, we’d love to hear from you! #connectourcustomers .
JOB DESCRIPTION:
The Business Premier Service Consultant assists Business customers with requests, questions, and concerns on all products and services offered by the Company (ex: billing, rate plans, features, services, network, coverage, handsets & devices, accessories, repair & troubleshooting, credits & adjustments, credit checks, service activations and changes, receivables management/collections, relocations, combined bill, after hours inquiries, and pre-paid services).
Requires excellent communication and follow-up on progress with complex issues. Customer interaction may result from direct calls from customers, transferred callers or the resolution of trouble tickets. May resolve inquiries received via telephone, e-mail, e-care, correspondence, TTY, and on-line chat. Must possess a working knowledge of a broad range of Voice and Data products/services. May support end users in areas such as billing and equipment. May also interact with enterprise customers and their IT managers on the installation & configuration of AT&T Mobility software as well as configuration of devices. May support returns, exchanges, upgrades, accessory orders or missing order requests. May perform Accounts Receivable work for several hundred corporate or government accounts at one time, working with Sales and Service Management teams to determine the best approach for collections of past due dollars (also supports small business accounts). May process credit applications and activate service. Coordinates with all sales channels for retention efforts on existing customer base. May be responsible for leading projects, and performs other duties as assigned by management.
Responsibilities within the Business Premier Service Consultant role 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 high value customers, billing and adjustment teams, and/or complex collections work. Exhibits in-depth knowledge of all systems, products, services, rate plans, feature bundles, and offers to provide best solution options and totally resolve customer issues. Maintains appropriate records, prepares required reports, and updates customer accounts on a computer terminal. Develops a proven track record of resolving issues and retaining customers.
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 aswe 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 software, 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 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 assist and service customers. May include bulk ordering & care maintenance requests.
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 all duties related to receivables management/collections.
Remains proficient in all billing, rate plan and feature matters.
Able to communicate effectively, both verbally and in writing.
ESSENTIAL FUNCTIONS WHICH MAY BE REQUIRED FOR A PARTICULAR JOB:
- May be responsible for credit/inbound and outbound collections, activations,skill and knowledge required will change with technology and application innovations.) - Provides support for products and services offered by the Company.
ESSENTIAL FUNCTIONS WHICH MAY BE REQUIRED FOR A PARTICULAR JOB:
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.
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 professionally and effectively with other departments and customers.
May handle complex tickets/cases from internal partner teams.
May support multiple business chats in a concurrent environment.
PREFERRED QUALIFICATIONS:
At least one year customer service experience preferred.
Call Center experience preferred.
Advance Typing/keyboarding skills preferred.
SPECIAL JOB REQUIREMENTS:
- Specific jobassignments may require day, evening, weekend, or holiday hours. - Overtime may be required. PHYSICAL REQUIREMENTS Ability to sit or stand for long durations (e.g., 8 hours) and engage with customers as dictated by the needs of the business.
BASIC QUALIFICATION TESTS:
Applicants will be expected to pass any assessments or tests associated with the position.
TRAINING - Classroom training - On-the-job training
Weekly Hours:
40
Time Type:
Regular
Location:
Cerritos, California
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. AT&T is a fair chance employer and does not initiate a background check until an offer is made.