Customer Care Associate at AT&T

Posted in Other 23 days ago.

Location: Chicago, Illinois





Job Description:

What's in it for you?

Start with the paycheck: Customer Care Associates make $17.60 per hour ($36,608.00). Additional financial incentives are currently available based on performance. AND, you receive an automatic pay increase every 6 months of active service up to top pay!

You’ll receive 50% off your AT&T wireless service and discounts on other AT&T products and services (i.e. DirecTV, WIFI, etc..).

Add to all of that a full benefit package, including medical, dental, vision, 401(k), tuition reimbursement, paid time off, and work/life resources.

What you'll do:

• Handles customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution.
• Offers alternative solutions where appropriate with the objective of retaining customer's business.
• Handles business transactions in connection with activation of new customer accounts on a computer terminal.
• Communicates with customers using web-based tools and demonstrates the associated proficiency in typing and grammar.
• Makes financial decisions to protect/collect revenues and adjusts customer accounts.
• May sell all products and services offered by the company.
• Has broad working knowledge of AT&T practices and operations and demonstrates continued and consistent proficiency in most of the skill sets utilized within the Host Call Center.
• May assist management with scheduling and tracking of the workforce and vacation schedules in accordance with set Company guidelines and requirements.
• May assist in training new employees.
• Performs other duties as assigned by management.

General Duties:
The essential functions listed below are representative of duties performed by this job title. Duties generally include but are not limited to the following:

General Essential Functions which are normally required:
• Answers customer requests or inquiries concerning services and products and reports problem areas.
• Utilizes various systems and tools to initiate 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 and phone skills for the purpose of gathering data for problem-solving and for communicating results to customers.


PHYSICAL REQUIREMENTS
• Employee may be required to sit for long periods of time on the phone while using computers.

BASIC QUALIFICATIONS
• 6 months to 1 year of customer service/sales experience preferred

TESTS:
Applicants will be expected to pass any assessments or tests associated with the position.

Study Guide for pre-employment screening (click the link below to open the study guide)

Call Center Assessment (CCA)


SPECIAL JOB REQUIREMENTS:
• Specific job assignments may require day, evening, weekend or holiday hours. Occasional overtime may be required.

TRAINING
• Classroom training.
• On-the-job training.