Call Center Bilingual Collections Representative (English/Spanish) - Hybrid

AT&T is a global leader in communications and technology seeking a Call Center Bilingual Collections Representative. In this role, you will provide billing support and perform collections management while creating meaningful connections with customers to help them stay connected.

Responsibilities

• You’ll work in a fast-paced environment that handles a high volume of calls, chats, emails, or other types of customer interactions
• You’ll instill confidence and loyalty in customers through thoughtful listening and utilizing your knowledge of AT&T’s product and services to effectively service and retain customers
• You’ll be an expert at simplifying the explanation of customer bills, rate plans and features of AT&T’s products and services
• You’ll process customer payments and utilize negotiation skills to setup payment arrangements and collect balances on delinquent accounts in accordance with applicable laws, guidelines, and procedures
• You’ll support customers with credit/inbound and outbound collections, activations, customer service, E-services, revenue, fraud, business and technical/roaming support inquiries, and other duties as required
• In this full-time Hybrid position (40 hours/week) you’ll be working in center 3-4 days weekly and remotely from home 1-2 days weekly. 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
• Premier Service Consultants may be cross trained to address a broad range of customer service call types including collections, retention, sales channel coordination, billing and adjustments, and advanced technical support based on the needs of business

Skills

• Fluent in both English and Spanish
• Ability to hold a conversation in both English and Spanish
• Ability to report to the Miami, FL location 3-4 days weekly and work remotely from home 1-2 days weekly
• Effective communication and interpersonal skills
• Ability to assist customers with sensitive billing situations
• Negotiation skills to setup payment arrangements and collect balances on delinquent accounts
• Ability to work in a fast-paced environment that handles a high volume of calls, chats, emails, or other types of customer interactions
• Ability to simplify the explanation of customer bills, rate plans and features of AT&T's products and services
• Ability to process customer payments
• Ability to support customers with credit/inbound and outbound collections, activations, customer service, E-services, revenue, fraud, business and technical/roaming support inquiries
• Unwavering Customer Focus
• Strong Work Ethic
• Adaptability
• Problem-Solving Skills
• Attention to Details
• Verified internet service (secure, reliable, and dedicated high speed)
• Established dedicated work area (desk, chair, electrical outlet, direct LAN connection)
• Compliance with WFH standards (technical, security, physical, noise levels, Clean Desk policy)
• Availability, accessibility, and accountability to work during established work schedules and shifts
• Compliance with organizational security and compliance standards, trainings, performance management, recurring management routines, manual and automated remote monitoring policies

Benefits

• Medical/Dental/Vision coverage
• 401(k) plan
• Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T home phone
• Tuition reimbursement program
• Paid Time off and holidays - Employees receive 1 week of paid time off (PTO) after 6 months and 2 weeks after the first year. There are at least 8 company-designated holidays, and an additional PTO is provided based on the bargaining group to which you are hired.
• Paid Parental Leave
• Additional sick leave beyond what state and local law require may be available but is unprotected
• Adoption Reimbursement
• Disability Benefits (short term and long term)
• Life and Accidental Death Insurance
• Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
• Employee Assistance Programs (EAP)
• Extensive employee wellness programs

Company Overview

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