Senior Call Center Sales & Service Consultant

Business Premier Service Consultant This position reports to our Cerritos, California location. If selected, you must be able to report to this location. How you'll make an impact As a Business Premier Service Consultant, you'll assist Business customers with requests, questions, and inquiries on all products and services offered. In this multi-faceted role, you'll be trained to address a broad range of customer service call types including billing, collections, retention, service activations and changes, credits and adjustments, troubleshooting, advanced technical support and more. You'll use creative problem‑solving skills to address complex customer questions and concerns while navigating between multiple tools and systems to update customer accounts and maintain records. Your day‑to‑day will look like You'll instill confidence and loyalty in the customers through thoughtful listening, utilizing your knowledge of AT&T’s products 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. With your vital knowledge, you'll handle wireless local number portability (WLNP), relocations, combined bill support, after‑hours inquiries and pre‑paid service. Get customers up and running with the latest products and services such as air cards, USB devices, as well as AT&T‑provided software & applications. 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. What you can look forward to A competitive compensation package $22.92 per hour. Paid training and additional resources to support you. Excellent benefits package with medical/dental coverage, 401(k) plan, tuition reimbursement and paid time off. Employee Discounts of up to 50% off on: Eligible AT&T wireless plans (up to two accounts per employee; up to 10 lines per account) and wireless accessories AT&T Internet (Fiber where available) AT&T phone & AT&T wireless home phone What we’re looking for Call center or customer service experience. Flexibility to work any schedule during hours of operation is essential. Specific job assignments may require day, evening, weekend, or holiday hours. Occasional overtime may be required. Desire to work onsite in one of our call centers. Career possibilities are limitless with AT&T. 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. Job Description 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. Must possess a working knowledge of a broad range of Voice and Data products/services. 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 high value customers, billing and adjustment teams, 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. Essential 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. Remains proficient in all billing, rate plan and feature matters. Able to communicate effectively, both verbally and in writing. Advanced Responsibilities May be responsible for credit/inbound and outbound collections, activations, etc. 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. 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. #J-18808-Ljbffr AT&T