Specialist Office of the President

Overall Purpose Ensure incoming cases, requests, and escalations are reviewed, triaged, assigned, routed, and tracked accurately and timely. This individual contributor role supports day‑to‑day intake operations, improves workflow efficiency, maintains assignment accuracy, and helps ensure consistent service delivery. Key Roles and Responsibilities Review, document, and apply intake procedures to support consistent execution of quality standards and service expectations. Manage daily case intake, triage, assignment, routing, and escalation to the appropriate owner, team, queue, or escalation path. Monitor Salesforce and related systems for accurate case data, ownership, status updates, queues, and routing information. Resolve intake issues, assignment discrepancies, delayed cases, and other operational concerns that may affect timely case handling. Track key operational measures, including productivity, case aging, service level adherence, quality, assignment accuracy, and workload distribution. Identify process improvement opportunities and support implementation of workflow changes, best practices, and operational efficiencies. Partner with internal stakeholders and leadership to clarify ownership, align priorities, and support effective end‑to‑end case management. Prepare operational updates, status summaries, and reporting insights to support intake visibility, issue resolution, and continuous improvement. Additional responsibilities could include handling escalations originating from the Office of the President and managing fraud and security threats, ensuring compliance with organizational policies and achieving optimal customer satisfaction and retention. Job Contribution Serves as an individual contributor responsible for supporting efficient, accurate, and timely intake operations in accordance with established procedures. Responsibilities include case prioritization, process adherence, data accuracy, issue resolution, stakeholder coordination, and identification of workflow improvements. The role contributes operational expertise and recommendations to improve case handling, routing accuracy, and service delivery outcomes without direct supervisory responsibility. Supervisory No Education / Experience Bachelor's degree (BS/BA) desired. 1+ years of related experience. Certification is required in some areas. Salary US$71,900.00 – 107,900.00 annually, dependent on geography, experience, expertise, and education/training. Weekly Hours 40 hours per week Location Richardson, Texas Benefits Medical/Dental/Vision coverage 401(k) plan Tuition reimbursement program Paid Time Off and Holidays (at least 23 vacation days and 9 company‑designated holidays) Paid Parental Leave Paid Caregiver Leave Additional sick leave beyond state and local law may be available but is unprotected Adoption Reimbursement Disability benefits (short‑term and long‑term) Life and Accident Insurance Supplemental benefits: critical illness, accident, hospital indemnity, group legal Employee Assistance Program (EAP) Extensive employee wellness programs Employee discounts up to 50% on AT&T mobility plans and accessories AT&T internet (and fiber where available) and AT&T phone Additional Notes Office presence: minimum of five days per week in the posted location. No relocation offered. Equal Employment Opportunity It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made. If you’re ready to make an impact on our business and your career, bring your bold ideas and apply today! #J-18808-Ljbffr AT&T