Job Description

Business Premier Service Consultant

This FULL-TIME position needs to be able to keep a full professional conversation in English.

If selected, you must be able to report to this location.

12911 183RD ST

Floor 3

Cerritos CA 90703

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.
• Must have the ability to use various tools and systems to effectively and accurately research, troubleshoot, problem solve, and educate others.
• Sell products and services offered by the Company. 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 sales, saves, high value customers, billing and adjustment teams, advanced technical support, 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 as we continue to drive tools and technology to enable first call resolution at the frontline.

General functions

- 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.

- Sell all services and products offered by the Company; handles inquiries and on data products, services, billing, and troubleshooting.

- May handle WLNP, relocations, combined bill support, after hours inquiries, pre-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.

Essential functions for this role

- 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 job assignments may require day, evening, weekend, or holiday hours.

- Overtime may be required.

Flexibility to work any schedule during hours of operation is essential: M-F: 8AM-8PM, SUN: 8AM-5PM

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.

- Desire to work onsite in one of our call centers.

Basic qualification test

Applicants will be expected to pass any assessments or tests associated with the position.

Training

• Classroom training
• On-the-job training

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.

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.

What's in it for you?

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. We offer paid training as well as resources to encourage your career growth. Our Business Premier Services Consultant earn $22.92 hourly, 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

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