Hybrid Customer Service Representative – Retention

at AT&T

• Job title: Customer Service Representative – Retention
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $19 per hour
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Atlanta, United States

About the role

• Customer Service Representative specializing in retention for AT&T customers. Handling customer inquiries and providing solutions in a hybrid-remote capacity from the Atlanta office.

Responsibilities

• Handle customer interactions (calls, chats, emails) in a fast-paced environment.
• Accurately resolve issues related to service, billing, payments, and collections.
• Explain bills and product features clearly.
• Troubleshoot basic problems and seek higher support if needed.
• Build customer confidence and loyalty by resolving issues.
• Support various customer inquiries, including technical issues.
• Work a flexible 40 hour per week schedule, which may include nights, weekends, and overtime.
• Paid training to set you up for success.

Requirements

• Commissioned sales experience highly preferred
• Unwavering Customer Focus
• Strong Work Ethic
• Adaptability
• Problem-Solving Skills
• Attention to Details
• Verified internet service with a minimum of 12mb upload speed and 18mb download speed and an established dedicated work area (desk, chair, electrical outlet, surge protector, direct LAN connection)
• Compliance with organizational security and compliance standards, trainings, and performance management

Benefits

• Medical/Dental/Vision coverage
• 401(k) plan
• Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T home phone
• Tuition reimbursement program
• Paid Time off and holidays - Employees receive 1 week of paid time off (PTO) after 6 months and 2 weeks after the first year. There are at least 8 company-designated holidays, and additional PTO is provided based on the bargaining group to which you are hired.
• Paid Parental Leave
• Additional sick leave beyond what state and local law require may be available but is unprotected
• Adoption Reimbursement
• Disability Benefits (short term and long term)
• Life and Accidental Death Insurance
• Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
• Employee Assistance Programs (EAP)
• Extensive employee wellness programs
• Work From Home (WFH)