Customer Service Representative - ( Hybrid)

Job Description:

This hybrid position reports to our 5101 Vogel Rd, Evansville, IN 47715 location and works in center 3-4 days weekly and remotely from home 1-2 days weekly.  If selected, you must be able to report to this location.The Office hours are 7 days a week, 8am to 10pm.

This position offers a $1,000.00 sign on bonus paid out as follows: first $250 payment 30 days after hire date, second $250.00 payment 6 months after hire date and third $500.00 payment 1 year after hire date.

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, 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

- At least one-year customer service experience preferred.

What’s in it for you? We’ll offer paid-training that you’ll complete from home as well as resources to encourage your career growth. We also offer a competitive compensation package. Our Premier Service Consultants earn [$23.45) hourly]. You’ll also gain an amazing benefits package with medical/dental coverage, 401(k) plan, tuition reimbursement and paid time off. Rounding out these benefits and perks we also provide 50% employee discount 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 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 Consul