Experienced Remote Customer Service Representative - Retention Specialist for a Leading Telecommunications Company
Introduction to Our Company
Imagine being part of a global leader in communications and technology, where your voice can make a real difference in people's lives. At AT&T, we're not just a company - we're a community of innovators, thinkers, and problem-solvers passionate about connecting people to what matters most. As a Customer Service Representative - Retention, you'll be the face of our brand, creating meaningful connections with each customer and redefining the customer service experience.
Job Overview
This is a full-time remote work-from-home position, offering you the flexibility to work from the comfort of your own home. As a Premier Service Consultant specializing in customer retention, you'll play a vital role in sustaining customer relationships and preventing churn. Your goal will be to deliver personalized and timely solutions to effectively service customers and retain their business, while fostering customer loyalty and delivering an exceptional customer experience.
Key Responsibilities
- Instill confidence and loyalty in customers by using problem-solving skills to deescalate issues and reverse cancellation requests into save opportunities.
- Work in a fast-paced environment handling a high volume of calls, chats, emails, or other types of customer interactions.
- Use multiple tools and systems to resolve various service, billing, and payment inquiries, as well as maintain customer records.
- Simplify the explanation of customer bills, rate plans, and features of AT&T's products and services.
- Perform basic troubleshooting and/or engage Tier 3 support to resolve customer-impacting issues spanning multiple networks, such as Internet, voice, and data services.
- Work a set schedule, including breaks, lunches, and scheduled open time, to ensure availability to answer customer calls and provide exceptional service.
What You Can Expect
Essential Qualifications
To be successful in this role, you'll need:
- Call center or customer service experience.
- Flexibility to work any schedule during hours of operation, including day, evening, weekend, or holiday hours, with occasional overtime required.
- Verified internet service, a dedicated work area, and a workspace that meets WFH standards.
- Availability, accessibility, and accountability to work during established work schedules and shifts.
Preferred Qualifications
While not required, the following skills and qualifications are preferred:
- Previous experience in a retention or sales role.
- Strong problem-solving and communication skills.
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
- Knowledge of AT&T's products and services.
Skills and Competencies
To excel in this role, you'll need to possess:
- Excellent communication and interpersonal skills.
- Strong problem-solving and analytical skills.
- Ability to work independently and as part of a team.
- Adaptability and flexibility in a rapidly changing environment.
- Strong time management and organizational skills.
Career Growth Opportunities
At AT&T, we're committed to helping you grow and develop in your career. As a Premier Service Consultant, you'll have access to:
- Training on the latest technology, devices, and products.
- Opportunities to cross-train and address a broad range of customer service call types.
- Career advancement opportunities within the company.
- A comprehensive performance management program to help you achieve your goals.
Work Environment and Company Culture
At AT&T, we pride ourselves on our inclusive and diverse company culture. As a remote worker, you'll be part of a virtual team that values collaboration, innovation, and customer satisfaction. Our company culture is built on:
- A commitment to diversity, equity, and inclusion.
- A focus on employee well-being and work-life balance.
- A culture of continuous learning and development.
- A dedication to delivering exceptional customer experiences.
Compensation, Perks, and Benefits
As a Premier Service Consultant, you'll enjoy a comprehensive compensation package, including:
- A competitive salary and commission structure.
- Medical, dental, and vision coverage.
- 401(k) plan and tuition reimbursement program.
- Paid time off, holidays, and parental leave.
- Extensive employee wellness programs and employee discounts.
Conclusion
If you're passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding role, we encourage you to apply for this opportunity. As a Premier Service Consultant, you'll be the voice of AT&T, making a real difference in people's lives. Don't miss out on this chance to join our team and build a fulfilling career with a global leader in communications and technology.
How to Apply
To apply for this role, please click on the "Apply To This Job" link and follow the instructions. We look forward to hearing from you and exploring how you can contribute to our team's success.
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