Introduction to AT&T and Our Mission
At AT&T, we are pioneers in making connections and have been innovating since Alexander Graham Bell invented the telephone and founded our company nearly 150 years ago. Our mission is to bring families, communities, and businesses together with the products and services they need to thrive every day. We are committed to creating connections that change the world, and we are looking for talented individuals to join our team as Customer Service Representatives - Retention Specialists.
Job Overview
In this hybrid role, you will work as a Customer Service Representative - Retention Specialist, reporting to our location at 17000 Cantrell Rd, Floor 2, Little Rock, AR 72223, and working in the center 3-4 days a week and remotely from home 1-2 days a week. As a member of our team, you will redefine customer service, creating meaningful connections with each customer and introducing them to the latest technology, services, and offers to help them stay connected to what matters most.
Key Responsibilities
- Assist customers who request to downgrade or cancel services by leveraging solution-based retention strategies to address their needs and reintroduce the value and benefits of our products and services.
- Deliver personalized and timely solutions to effectively service customers and retain their business, meeting monthly retention goals and fostering customer loyalty while delivering an exceptional customer experience.
- Instill confidence and loyalty in customers by using problem-solving to deescalate issues and reverse the course of cancellation requests into save opportunities and right-fitting customers with the latest technology, services, and offers.
- Work in a fast-paced environment that handles a high volume of calls, chats, emails, or other types of customer interactions, using multiple tools and systems to resolve various service, billing, and payment inquiries and maintain customer records.
- Simplify the explanation of customer bills, rate plans, and features of AT&T's products and services, and perform basic troubleshooting and/or engage Tier 3 support to resolve various customer-impacting issues that span multiple networks such as Internet, voice, and data services.
Essential Qualifications
- Call center or customer service experience, with flexibility to work any schedule during hours of operation, including day, evening, weekend, or holiday hours, and occasional overtime may be required.
- Ability to work in a hybrid environment, with a verified internet service (secure, reliable, and dedicated high-speed) and an established dedicated work area (desk, chair, electrical outlet, direct LAN connection) that meets WFH standards.
- Strong problem-solving and communication skills, with the ability to simplify complex information and deliver personalized solutions to customers.
Preferred Qualifications
- Experience working in a retention or sales environment, with a proven track record of meeting or exceeding sales goals and retaining customer business.
- Knowledge of AT&T's products and services, including wireless, internet, and TV services, and the ability to learn and adapt to new technologies and systems.
- Strong technical skills, with the ability to troubleshoot and resolve technical issues, and engage Tier 3 support as needed.
Skills and Competencies
- Excellent communication and interpersonal skills, with the ability to build rapport with customers and deliver personalized solutions.
- Strong problem-solving and analytical skills, with the ability to simplify complex information and make informed decisions.
- Ability to work in a fast-paced environment, with a high volume of customer interactions, and adapt to changing situations and priorities.
- Strong technical skills, with the ability to learn and adapt to new technologies and systems.
Career Growth Opportunities and Learning Benefits
At AT&T, we are committed to helping our employees grow and develop in their careers. As a Customer Service Representative - Retention Specialist, you will have access to paid training and additional resources to support your success in your new role. You will also have the opportunity to round out your experience with training on the latest technology, devices, and our entire lineup of products, services, and promotions.
Work Environment and Company Culture
At AT&T, we are proud of our diverse and inclusive workplace culture. We believe in creating a work environment that is collaborative, supportive, and empowering, where employees can thrive and grow in their careers. We offer a range of benefits and perks, including medical, dental, and vision coverage, 401(k) plan, tuition reimbursement program, paid time off and holidays, and employee discounts on our products and services.
Compensation, Perks, and Benefits
- Competitive salary, with a range of $31,200 - $36,218 per year, plus up to $12,000 in commissions yearly if all sales goals are met.
- Medical, dental, and vision coverage, with a range of plan options to suit your needs.
- 401(k) plan, with a company match to help you save for your future.
- Tuition reimbursement program, to help you continue your education and develop your skills.
- Paid time off and holidays, with a minimum of 23 days of vacation per year and 9 company-designated holidays.
- Employee discounts on our products and services, including up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available), and AT&T phone.
Conclusion
If you are a motivated and customer-focused individual who is looking for a challenging and rewarding role, we encourage you to apply for our Customer Service Representative - Retention Specialist position. As a member of our team, you will have the opportunity to make a real difference in the lives of our customers, while also growing and developing your skills and career. Don't miss out on this exciting opportunity to join our team and start your journey with AT&T today!
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