Orlando Customer Solutions - NAC Expert

Customer Solutions NAC Expert

The National Acquisition Center (NAC), backed by AT&T, is seeking motivated and customer-focused Customer Solutions Experts to join our inbound call center team. In this role, you will serve as the first point of contact for customers interested in starting or enhancing their AT&T services. You will build meaningful relationships, identify customer needs, and deliver tailored solutions that drive satisfaction and loyalty.

Essential Duties and Responsibilities:

• Handle inbound calls from new and existing AT&T customers interested in wireless and related services
• Meet or exceed performance metrics related to sales, customer satisfaction, and call quality
• Establish rapport quickly and create a positive, professional customer experience
• Use discovery-based questioning to uncover customer needs and recommend appropriate products, services, and promotions
• Assist customers with:
• Setting up new accounts and services
• Device activations and basic troubleshooting
• Billing inquiries and account navigation
• Educate customers on current promotions, plans, and bundled offerings
• Navigate and utilize multiple internal systems/tools daily to research, document, and resolve customer needs
• Maintain accurate and detailed records of customer interactions
• Must be able to work a varied 5-day per week full-time schedule (40 hours per week) designed to meet customers on their timeline; this will include working evenings, weekends, and holidays.
• Must be able to adhere to assigned work schedules with regular and reliable attendance and be open to receiving and applying constructive feedback.

Qualifications:

• High school diploma or equivalent is required
• Previous experience in customer service, sales, or call center environments preferred
• Strong communication and active listening skills
• Ability to multitask across multiple systems while engaging with customers
• Problem-solving mindset with attention to detail
• Open-minded with a passion for learning a wide range of skills that will carry through a variety of career paths
• Naturally outgoing individual who thrives in human interaction
• Comfortable working onsite in a fast-paced, metrics-driven call center environment
• Basic technical aptitude for troubleshooting devices and navigating digital tools

Key Competencies:

• Relationship building and customer engagement
• Consultative selling and needs-based recommendations
• Adaptability and resilience
• Time management and multitasking
• Technical proficiency across multiple platforms

What Success Looks Like:

Successful Customer Solutions Experts are those who can seamlessly blend customer care with sales, confidently navigate multiple tools, and consistently deliver personalized solutions that meet both customer needs and business goals.