Call Center Customer Service Representative

About the role

AT&T is hiring a Business Premier Service Consultant (call center customer service representative) in Charlotte, North Carolina. You will act as the voice of the company, helping business customers with billing, service changes, troubleshooting, collections, sales and technical support for AT&T products and services. The role is a regular 40-hour week, which may include nights, weekends and occasional overtime.

Key responsibilities

• Support business customers with billing, service changes, troubleshooting, collections, sales and technical support.
• Use multiple tools to resolve issues, update accounts and handle inquiries about rate plans, devices, network coverage, returns and more.
• Explain customer bills, rate plans and product features clearly.
• Troubleshoot voice and data problems across networks, involving network conditions, devices, applications, provisioning and billing.
• Engage Tier 3 support, third-party vendors and suppliers when needed.
• Handle wireless number portability, relocations, combined bills, after-hours inquiries and pre-paid service.
• Manage customer accounts, including activations, service changes, credit checks, collections and accurate records.
• Interface with other departments, distribution centers and management on orders, returns, inventory and escalations.
• Sell products and services with personalized recommendations.

Required profile

• At least one year of customer service experience preferred; call center experience preferred.
• Flexibility to work any schedule during operating hours, including days, evenings, weekends and holidays, with occasional overtime.
• Customer focus, strong work ethic, adaptability, problem-solving skills and attention to detail.
• Familiarity with Windows computers.

What we offer

• Pay of $23.55, paid training and rewards.
• Up to 50% employee discount on AT&T mobility plans, internet and home phone.
• Tuition reimbursement, paid parental leave and adoption reimbursement.
• Paid time off starting after 6 months, at least 8 company holidays and medical, dental and vision coverage.
• 401(k) plan, disability and life insurance, and employee assistance programs.