Customer Service Representative I
Position Description
WAGE - $19,422.00 ANNUAL
Assists customers with routine requests, questions and concerns through research and resolution. Handles telephone and face-to-face customer contacts. Provides wireless services, corresponding products and enhanced services. May help collect past due balances. Processes credit applications and activates service. Maintains appropriate records, prepares required reports, and updates customer accounts on a computer terminal. May support and backup the sales and store operations, i.e., take customer payments, over the counter exchanges, programming of handsets, switchboard, etc. 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:
1. Answers customer/client requests or inquiries concerning services, products, billing, equipment, claims, and reports problem areas.
2. Utilizes mechanized systems to initiate and complete service orders and handle customer requests.
3. Continually maintain working knowledge of all company products, services and promotions.
4. Make recommendations according to customer’s needs on features, accessories, upgrades and rate plans.
5. Utilize operational systems to process purchases of AT&T products and services; i.e. collections, payments pricing and service information. Receives and answers customer questions, complaints, and billing inquiries. Answers questions regarding operation of phones and accessories; explains proper phone usage. Coordinates with all sales channels for retention efforts on existing customer base. May sellfor Wireless bills and accessories.
6. Administer system functions on all opening, closing, and balancing procedures to according to finance guidelines
ESSENTIAL FUNCTIONS WHICH MAY BE REQUIRED FOR A PARTICULAR JOB:
1. Perform over the counter exchanges of customer defective equipment.
2. Ensure work area is maintained in a clean and professional environment; i.e. brochure stocks, promotions display and work station.
PHYSICAL REQUIREMENTS
No physical requirements.
BASIC QUALIFICATIONS
TESTS: Applicants will be expected to pass any assessment associated with the position.
SPECIAL JOB REQUIREMENTS:
• Specific job assignments may require day, evening, weekend or holiday hours. Occasional overtime may be required.
• May be required to work at other store locations.
TRAINING
• Classroom training
On-the-job training
Position Qualifications
Customer service experience preferred
• A High school diploma or equivalent
• Excellent interpersonal, verbal and written communications skills and attention to detail
• Strong computer proficiency
• The ability to multi-task in a fast paced team environment
• Must be able to work a flexible schedule including evenings, weekends and holidays
At Least 17 years of age
AT&T is an affirmative action/equal opportunity employer and we are committed to hiring a diverse and talented workforce. EOE/AA/M/F/D/V
AT&T will consider requests for testing accommodations from individuals covered by the Americans with Disabilities Act.
Documentation of the need for the accommodation may be required.
Requisition Number: 186106
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