CUSTOMER SERVICE REPRESENTATIVE (WFH) - Full-time / Part-time

Take the lead at the front line of our company from the safety of your home. You’ll offer customized solutions, identify sales opportunities and provide service for millions of customers – one at a time. Be a part of an award-winning team that passionately cares about customers. Your expert recommendations will ensure customers get the most out of the technology they love.

What does it take to deliver best-in-class service and technology? Excellent communication skills, professionalism and a desire to close the deal on sales. You’ll handle customer service calls ranging from billing and payments to plan changes and upgrades. While you offer solutions and resolve issues, you’ll work to transition each call to a sales opportunity; working to meet daily and monthly sales goals. Your consultative approach to customers’ needs will deliver personalized recommendations of AT&T products and services.

What’s in it for you? We’ll provide paid-training that you’ll complete from home as well as resources to encourage your career growth. We also offer a competitive compensation package. Customer Service Representatives start between xxxx and xxxx per hour.

Do you have prior customer service/sales experience or a college degree? If so, you may be eligible for higher pay.

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)

• DIRECTV (including Free HBO & NFL Sunday Ticket), DIRECTV NOW or U-verse TV

Career possibilities are limitless with AT&T. You will have the chance to round out your experience with training on the latest technology, devices and our entire lineup of products, services and promotions. If you’re 18 years or older, let’s talk.

SPECIAL JOB REQUIREMENTS:

• Specific job assignments may require day, evening, weekend or holiday hours.

• Be available, accessible, and accountable to receive notifications related to unique scheduling needs (e.g., split shifts, unexpected volume spikes, disaster recovery, etc.) as determined by the Company.

• Be available, accessible and ready to work during established work schedules and shifts, e.g. on phone/available status in accordance with adherence measures as determined by the Company.

• Occasional overtime may be required.

• Ability to complete all required training in a virtual environment inclusive of required knowledge checks as determined by the Company.

• Be available, accessible, and accountable to participate in required security awareness training and testing (e.g., able to understand and validate knowledge of company requirements, compliance, and policies) as determined by the Company.

• Be available, accessible, and accountable to comply with organizational security and compliance standards and participate in required security monitoring and audits (e.g., remote desktop observation, call and screen recordings, live webcam monitoring, home inspection of workspace, etc.) as determined by the Company.

• Be accountable to protect workstation configuration and prevent configuration changes or personalization while using all technology tools as determined by the Company.

• Follow WFH logistics guidelines (e.g., equipment receipt, equipment setup, travel considerations, workstation security processes, equipment return policies and processes, etc.) as determined by the Company.

• Be available, accessible, and accountable to follow technical support processes (e.g., setup, troubleshooting, escalations, communications, etc.) as determined by the Company.

• Be available, accessible, and accountable to participate in recurring management routines as determined by the Company.  These virtual meetings and routines may include, but are not limited to, attendance and participation at all required and ad hoc meetings (e.g., team huddles, coachings, disciplinary actions, training, investigatory meetings, grievances, etc.).  These virtual actions will take place via a variety of methods as technology allows and is developed, and may include telephone, teleconference software, video conference, messaging software, etc. as determined by the Company.

• Maintain a workspace in alignment with WFH standards (e.g., technical, security, physical, noise levels, Clean Desk policy etc.) and participate in workspace audits (e.g., remote desktop observation, call and screen recordings, live webcam monitoring, pictures of workspace setup, video chats, etc.) as determined by the Company.

• Be available and accountable to regularly (e.g., daily, weekly, etc.) access performance management tools and review individual performance (e.g., dashboards, reports, etc.) as determined by the Company.

• Be available, accessible, and accountable to participate in interaction and communication-related policies, processes, and audits inclusive of all work time not just interactions directly with customers. (e.g., remote desktop observation, call and screen recordings, live webcam monitoring, chat audits, etc.) as determined by the Company.

• Be available, accessible, and accountable to participate in manual and automated remote monitoring policies and practices (e.g., voice and screen recordings, desktop observation without notification, voice and chat analytics, real-time agent feedback inclusive of automated intelligence tools, etc.) to identify and address training, coaching, and quality opportunities as determined by the Company.

• Be accountable to participate in and follow all organization-wide and WFH-specific published policies (e.g. Code of Conduct, Timekeeping Policy, etc.) as determined by the Company.

• Must meet Minimum workspace requirements including verified internet service with 12mb upload and 18mb download speed ability as determined by the Company and established dedicated work area (desk, chair, electrical outlet, direct LAN connection)

PHYSICAL REQUIREMENTS

Ability to sit or stand for long durations (e.g., 8 hours) and engage with customers as dictated by needs of the business.

BASIC QUALIFICATIONS

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

TRAINING

• Classroom and/or virtual training as dictated by needs of the business (e.g. in other areas within the broad duties of general customer care once competency has been demonstrated).

• On-the-job training.

Ready to join our team? Apply today!

SPECIAL JOB REQUIREMENTS:

• Specific job assignments may require day, evening, weekend or holiday hours.


• Be available, accessible, and accountable to receive notifications related to unique scheduling needs (e.g., split shifts, unexpected volume spikes, disaster recovery, etc.) as determined by the Company.


• Be available, accessible and ready to work during established work schedules and shifts, e.g. on phone/available status in accordance with adherence measures as determined by the Company.


• Occasional overtime may be required.


• Ability to complete all required training in a virtual environment inclusive of required knowledge checks as determined by the Company.


• Be available, accessible, and accountable to participate in required security awareness training and testing (e.g., able to understand and validate knowledge of company requirements, compliance, and policies) as determined by the Company.


• Be available, accessible, and accountable to comply with organizational security and compliance standards and participate in required security monitoring and audits (e.g., remote desktop observation, call and screen recordings, live webcam monitoring, home inspection of workspace, etc.) as determined by the Company.


• Be accountable to protect workstation configuration and prevent configuration changes or personalization while using all technology tools as determined by the Company.


• Follow WFH logistics guidelines (e.g., equipment receipt, equipment setup, travel considerations, workstation security processes, equipment return policies and processes, etc.) as determined by the Company.


• Be available, accessible, and accountable to follow technical support processes (e.g., setup, troubleshooting, escalations, communications, etc.) as determined by the Company.


• Be available, accessible, and accountable to participate in recurring management routines as determined by the Company.  These virtual meetings and routines may include, but are not limited to, attendance and participation at all required and ad hoc meetings (e.g., team huddles, coachings, disciplinary actions, training, investigatory meetings, grievances, etc.).  These virtual actions will take place via a variety of methods as technology allows and is developed, and may include telephone, teleconference software, video conference, messaging software, etc. as determined by the Company. 


• Maintain a workspace in alignment with WFH standards (e.g., technical, security, physical, noise levels, Clean Desk policy etc.) and participate in workspace audits (e.g., remote desktop observation, call and screen recordings, live webcam monitoring, pictures of workspace setup, video chats, etc.) as determined by the Company.


• Be available and accountable to regularly (e.g., daily, weekly, etc.) access performance management tools and review individual performance (e.g., dashboards, reports, etc.) as determined by the Company.


• Be available, accessible, and accountable to participate in interaction and communication-related policies, processes, and audits inclusive of all work time not just interactions directly with customers. (e.g., remote desktop observation, call and screen recordings, live webcam monitoring, chat audits, etc.) as determined by the Company.


• Be available, accessible, and accountable to participate in manual and automated remote monitoring policies and practices (e.g., voice and screen recordings, desktop observation without notification, voice and chat analytics, real-time agent feedback inclusive of automated intelligence tools, etc.) to identify and address training, coaching, and quality opportunities as determined by the Company.


• Be accountable to participate in and follow all organization-wide and WFH-specific published policies (e.g. Code of Conduct, Timekeeping Policy, etc.) as determined by the Company.


• Must meet Minimum workspace requirements including verified internet service with 12mb upload and 18mb download speed ability as determined by the Company and established dedicated work area (desk, chair, electrical outlet, direct LAN connection)

PHYSICAL REQUIREMENTS

Ability to sit or stand for long durations (e.g., 8 hours) and engage with customers as dictated by needs of the business.

BASIC QUALIFICATIONS

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

TRAINING

• Classroom and/or virtual training as dictated by needs of the business (e.g. in other areas within the broad duties of general customer care once competency has been demonstrated).


• On-the-job training.

AT&T will consider for employment qualified applicants in a manner consistent with the requirements of federal, state and local laws