Job Description

Customer Care Associate

This position reports to our location at 10 S Canal St., Chicago IL. If selected, you must be able to report to this work location.

Answer your calling and take the lead at our company. As a member of our Call Center team, you'll work at the center of the action and redefine how our customers engage with the latest product offerings, media and entertainment. It's an opportunity to be the voice of AT&T a global leader in communications and technology, in a career where we'll count on you to deliver a best-in-class customer experience.

As a Customer Care Associate, you'll work on cultivating and retaining ongoing customers. You'll take an empathetic and consultative approach as you persuade customers to maintain their services with us through complex issue resolution and process improvements. Your success will be dependent on how effective you are at transforming a frustrated exchange into an excellent customer experience.

What does this require? Good listening skills and the ability to effectively communicate under pressure. Ultimately, your extensive knowledge of our products and services will determine how well you resolve problems and offer advanced solutions to customers.

You may also be required to:

• Handle wireless local number portability (WLNP), relocations, combined bill support, after hours inquiries and pre-paid service.
• Troubleshoot and resolve customer impacting issues such as but not limited to voice & data issues that span multiple networks and interdependent network elements, considering network conditions, connectivity, devices, applications, provisioning and billing.
• Assist customers with products and services such as but not limited to laptop connect services including air cards, USB devices, initial set-up, configuration of AT&T provided software & applications.
• Proactively engage T3 support (network and IT) to address & resolve issues. - Remain proficient in all billing, rate plan and feature matters. We prefer that you have:
• 6 months to 1 year of customer service/sales work experience - Familiarity with Windows computers
• An ability to deliver regular and reliable attendance.

What's in it for you? We offer a competitive compensation package. This role starts at $19.17 per hour + uncapped commissions for sales goals. You'll also gain an amazing benefits package with medical/dental coverage, 401(k) plan, tuition reimbursement and paid time off. Rounding out these benefits and perks we also provide 50% employee discount on: - AT&T internet & fiber - AT&T phone (formerly U-verse Voice). We'll also provide 4-6 weeks of training on the latest technology, devices and our entire lineup of products, services and promotions. You'll have everything needed to hit the ground running. There's no better time than now to dial into a career with AT&T. If you're ready to join our team, let's talk! Apply today.

Required Qualifications:

• Answers inbound call from customers with billing issues, technical issues or general questions regarding service.
• Assists customers questions and concerns on all products and services offered by the Company through research and resolution using various tools and systems.
• Handles telephone and face-to-face customer contacts.
• Coordinates with all sales channels for retention efforts on existing customer base.
• May sell all products and services offered by the Company.
• May help collect past due balances or take payments from customers who have been disconnected.
• Processes credit applications and activates service.
• Maintains appropriate records, prepares required reports, and updates customer accounts.
• Performs other duties as assigned by management.

General Essential Functions Which Are Normally Required:

• Answers customer/client requests or inquiries concerning services and products and reports problem areas.
• Utilizes various systems and tools to initiate to assist and service customers.
• Continually maintain working knowledge of all company products, services and promotions.
• Make recommendations according to customer's needs.
• Utilize operational systems to process purchases of all products and services.
• Administer system functions on all opening, closing, and balancing procedures to according to finance guidelines.
• May perform other related duties and responsibilities as assigned and/or required.
• Solid problem-solving skills for the purpose of determining and solving customer billing issues.
• Strong verbal skills and phone skills for the purpose of gathering data for problem-solving and for communicating results to customers.

Essential Functions Which May Be Required For A Particular Job:

• Perform over the counter exchanges of customer defective equipment.
• Ensure work area is maintained in a clean and professional environment, i.e. brochure stocks, promotions display and workstation.

Weekly Hours: 40

Time Type: Regular

Location: Chicago, Illinois

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.

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