Sr. Specialist, Digital Online Reviews & Customer Engagement

This position requires office presence of a minimum of 5 days per week and is only located in the location(s) posted. No relocation is offered.

Overall Purpose: To resolve escalated customer complaints in real-time across all hours of operation by employing advanced problem-solving skills, sensitivity, and effective support protocols to ensure high levels of customer satisfaction and retention, even in tense situations with unsatisfied customers.

This role is for an empowered individual contributor professional to lead AT&T’s online product ratings and reviews, ensuring timely, empathetic responses that strengthen customer trust and brand reputation. This role also drives insights from feedback to improve digital experience across AT&T’s product ecosystem. Ideal candidate is a highly collaborative customer advocate who excels in critical thinking and data-driven decision-making. The ability to build relationships, drive change, and communicate effectively will be essential as it will require public engagements through multiple Digital platforms. The individual will serve as the primary point of contact and partner with multiple stakeholders to provide official solutions to complex customer issues, resolving them promptly and effectively. Mobility, Broadband, and Wireline product knowledge is required for this role.

Key Roles and Responsibilities:  Typical tasks may include, but are not limited to, the following:

• Professionalism and Problem-Solving: Resolve escalated issues with professionalism, calm demeanor, and effective problem-solving skills.

• Collaboration and Communication: Collaborate with internal/external entities and communicate clearly to resolve complex customer issues.

• Documentation and Feedback: Document interactions accurately and provide actionable feedback to improve processes and customer satisfaction.

• Training and Support: Train frontline agents and assist with real-time troubleshooting and system/application support.

• Strategic and Operational Management: Apply corporate initiatives tactically, manage schedule adherence, and oversee escalation lifecycle end-to-end.

• Other duties as assigned: Social Media strategy development and trend monitoring. Work closely with other departments such as marketing, PR, and customer service to ensure a cohesive brand experience.

Review Management:

• Monitor and respond to high volumes of online customer ratings and reviews submitted post-purchase across AT&T digital channels.

  • Success in this role will be measured by customer sentiment improvement, response time SLAs, review resolution rates, and contribution to digital customer experience goals.

  • Collaborate with internal/external partners and communicate clearly to resolve complex customer issues.

  • Identify and escalate urgent or high-impact issues to the Digital Customer Growth team and relevant stakeholders.

  • View, edit, and post responses directly within the web portal, ensuring accuracy and consistency.

  • Craft timely, professional, and empathetic written responses to customer feedback, questions, and concerns using the designated web portal.

Q&A Engagement:

• Manage and answer visitor questions in product Q&A forums, ensuring accuracy and clarity in responses.

  • Collaborate with Product Managers and other subject matter experts to resolve product or shopping process inquiries.

Workflow & Process Optimization:

• Develop and maintain efficient workflows for tracking, prioritizing, and resolving reviews and questions.

  • Coordinate with cross-functional teams (Digital, Product, Marketing, Operations) to address recurring issues and improve customer experience.

Analytics & Reporting:

• Report on response rates, escalation volumes, common customer issues/themes, and customer sentiment.

  • Track and benchmark AT&T’s online reputation metrics across competitors, highlighting opportunities for differentiation and growth.

  • Conduct trend analysis to identify recurring pain points or emerging themes in customer sentiment and share insights with Product, Digital, and CX teams to drive improvements.

  • Provide actionable insights and recommendations to drive improvements in customer satisfaction and product offerings.

Brand Advocacy:

• Develop and implement strategies to enhance AT&T’s online reputation, foster brand love, and turn customer feedback into opportunities for advocacy.

  • Ensure all public responses are ali