Job details
Job Description: This hybrid position reports to our 5101 Vogel Rd, Evansville, IN 47715 location and works in center 3-4 days weekly and remotely from home 1-2 days weekly. If selected, you must be able to report to this location. The Office hours are 7 days a week, 8am to 10pm. This position offers a $2,500.00 sign on bonus paid out as follows: first $500 payment 30 days after hire date, second $1,000 payment 6 months after hire date and third $1,000 payment 1 year after hire date. Take the lead at the frontline of our company in a hybrid role that works in center and from home. In this multifaceted role, you’ll assist with telephone and virtual customer interactions working in center 3-4 days weekly and remotely from home 1-2 days weekly. You’ll utilize various tools and systems (telephone, e-email, e-care, correspondence, TTY and online chat) for this WFH Hybrid role. You’ll proactively evolve to meet customers’ needs and competitive demands. Success will depend upon your in-depth knowledge of AT&T’s products and services and your ability to provide effective resolutions. Our call center environment is constantly evolving so we’ll look to you to drive tools and technology to enable first call resolution. In the process, you’ll develop experience with a broad range of customer service call types like: advanced technical support, collections, retention, and billing and adjustments. You’ll also engage third party vendors and suppliers as needed to address service faults and provide customer resolution. You may be tasked with identifying, tracking and rendering issues to assist in various root cause eliminations. In addition to these duties, you’ll be required to: - Handle wireless local number portability (WLNP), relocations, combined bill support, after hours inquiries and pre-paid service. - Troubleshoot and resolve customer impacting issues such as but not limited to: voice & data issues that span multiple networks and interdependent network elements, considering network conditions, connectivity, devices, applications, provisioning and billing. (Note: The skill and knowledge required will change with technology and application innovations.)- Assist customers with products and services such as but not limited to laptop connect services including air cards, USB devices, initial set-up, configuration of AT&T provided software & applications. - Proactively engage T3 support (network and IT) to address & resolve issues. - Remain proficient in all billing, rate plan and feature matters. WFH Requirements : - You will need verified internet service with minimum of 12mb upload speed and 18mb download speed and an established dedicated work area (desk, chair, electrical outlet, surge protector, direct LAN connection). AT&T will provide the equipment you’ll need to get started! (keyboard, monitor, computer, mobile device, etc.)- Your workspace will need to be in alignment with WFH standards (e.g., technical, security, physical, noise levels, Clean Desk policy etc.) and you’ll participate in workspace audits (e.g., remote desktop observation, call and screen recordings, live webcam monitoring, pictures of workspace setup, video chats, etc.). - You will need to be available, accessible, and accountable to work during established work schedules and shifts, follow technical support processes, comply with organizational security and compliance standards, trainings, performance management, recurring management routines, manual and automated remote monitoring policies, etc. We prefer that you have : - At least one year customer service experience - Call Center experience - Advanced typing/keyboarding skills - At least one-year customer service experience preferred. What’s in it for you? We’ll offer paid-training that you’ll complete from home as well as resources to encourage your career growth. We also offer a competitive compensation package. Our Premier Service Consultants earn [$19.61 hourly]. 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: - Eligible AT&T wireless plans (up to two accounts per employee; up to 10 lines per account) and wireless accessories - AT&T Internet (Fiber where available)- AT&T phone & AT&T wireless home phone 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. Watch this video and apply today! #virtualjob #virtualwork. . The Premier Service Consultant (Hybrid) assists customers with questions and concerns on all products and services offered by the Company through research and resolution using various tools and systems. Handles telephone and virtual customer contacts while working in center 3-4 days weekly and remotely from home 1-2 days weekly. May resolve inquiries received via telephone, e-mail, e-care, correspondence, TTY, and on-line chat. Customer interaction may result from a variety of contact methods, including but not limited to direct calls from customers, transferred callers or the resolution of trouble tickets. Responsibilities within the Premier Service Consultant (Hybrid) role may also include those that require additional training in other areas within the broad duties of general customer care once competency has been demonstrated. By way of example, these may include but are not limited to saves, retention, high value customers, billing and adjustment teams, advanced technical support, and/or collections work. Exhibits in-depth knowledge of all products, services, rate plans, feature bundles, and offers to provide best solution options and totally resolve customer issues. Develops a proven track record of resolving issues and retaining customers. Performs other duties as assigned by management. It is critical & significant to recognize & provide for the following : - The AT&T environment is constantly evolving to meet customer and competitive demands and will continue to do so; we need the flexibility to evolve with it. - Customer interactions that are viewed as requiring “specialized” skills today may be mainstreamed tomorrow as we continue to drive tools and technology to enable first call resolution at the frontline. - Training content, call types and responsibilities may change over time at the discretion of the company as the business evolves and our technology & tools advance. - Continued investment will be made in the self-service options we provide to our customers, eliminating the need for the customer to call in for service and allowing customers to self-service in additional areas. GENERAL ESSENTIAL FUNCTIONS WHICH ARE NORMALLY REQUIRED : The essential functions listed below are representative of duties performed by this job title. Duties generally may include but are not limited to the following: - Answers customer/client requests or inquiries concerning services and products and reports problem areas. - Utilizes various systems and tools to initiate to assist and service customers. - Continually maintains working knowledge of all company products, services and promotions. - Make recommendations according to customer’s needs. - Utilizes operational systems to process purchases of all products and services. - Handles inquiries from customers related to billing, rate plans, features and services, network, coverage, handsets & devices, accessories, repair & troubleshooting, credits & adjustments, etc. - Handles credit checks, service activations and changes, and receivables management/collections - Handles inquiries on data products, services, billing and troubleshooting. - May handle WLNP, relocations, combined bill support, after hour inquiries, and pre- paid service. - Troubleshoots and resolves customer impacting issues such as but not limited to voice & data issues that span multiple networks and interdependent network elements, considering network conditions, connectivity, devices, applications, provisioning and billing. (Note: The skill and knowledge required will change with technology and application innovations.)- Provides support for products and services offered by the Company. - Assists customers with products and services such as but not limited to laptop connect services including air cards, USB devices, initial set-up, configuration of AT&T provided software & applications. - Handles less routine & repetitive matters and more complex troubleshooting scenarios. - Identifies, tracks & trends issues to assist in root cause elimination. - Proactively engages T3 support (network and IT) to address & resolve issues. - Engages third party vendors and suppliers as needed to address service faults & provide customer resolution. - Remains proficient in all billing, rate plan and feature matters. - Able to communicate effectively, both verbally and in writing. - Ability to engage in center or virtually with management as needs of the business require. ESSENTIAL FUNCTIONS WHICH MAY BE REQUIRED FOR A PARTICULAR JOB : - Administer system functions on all opening, closing, and balancing procedures according to finance guidelines. - May be responsible for credit/inbound and outbound collections, activations, customer service, E-services, revenue, fraud, business and technical/roaming support inquiries, and other duties as required. - Ensure work area is maintained in a clean and professional environment; i.e. brochure stocks, promotions display and workstation. - Handles executive escalations to the office of the president as well as any other escalation as directed by management. - Handles regulatory escalations. - Demonstrates proficiency in all billing and technical matters to efficiently assist customers & resolve the escalation. - Coordinates effectively with other departments as needed to resolve customer issue. - Communicates effectively and timely to regulatory agencies as required per service level agreements. SPECIAL JOB REQUIREMENTS: - Specific job assignments may require day, evening, weekend or holiday hours. - Be available, accessible, and accountable and technical/roaming support inquiries, and other duties as required. - Ensure work area is maintained in a clean and professional environment; i.e. brochure stocks, promotions display and workstation. - 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., unexpected volume spikes, disaster recovery, etc.) as determined by the Company. - Be available, accessible and ready to work during established work schedules, 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 center or 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 in center or 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, coaching, disciplinary actions, training, investigatory meetings, grievances, etc.). These in center or 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., in-center and 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, in-center side-by-sides, 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, Time Keeping Policy, etc.) as determined by the Company. - Must meet Minimum workspace requirements including verified internet service with upload/download 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 Weekly Hours: 40 Time Type: Regular Location: Evansville, Indiana It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities.
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=> array([maximum depth reached]) ) ), 'job' => array( 'Job' => array( 'id' => '44860201', 'contact_id' => '3773199', 'recruiter_id' => '74726', 'job_function_id' => null, 'title' => 'Customer Service Representative - ( Hybrid)', 'vacancies' => null, 'job_type_id' => null, 'description' => null, 'pay_status' => 'Free', 'external_job_description' => '<p><b> Job Description: </b><p></p><p><b> This hybrid position reports to our 5101 Vogel Rd, Evansville, IN 47715 location and works in center 3-4 days weekly and remotely from home 1-2 days weekly. If selected, you must be able to report to this location. The Office hours are 7 days a week, 8am to 10pm. </b></p><p></p><p><b> This position offers a $2,500.00 sign on bonus paid out as follows: first $500 payment 30 days after hire date, second $1,000 payment 6 months after hire date and third $1,000 payment 1 year after hire date. </b></p><p></p><p> Take the lead at the frontline of our company in a hybrid role that works in center and from home. In this multifaceted role, you’ll assist with telephone and virtual customer interactions working in center 3-4 days weekly and remotely from home 1-2 days weekly. You’ll utilize various tools and systems (telephone, e-email, e-care, correspondence, TTY and online chat) for this WFH Hybrid role. You’ll proactively evolve to meet customers’ needs and competitive demands. Success will depend upon your in-depth knowledge of AT&T’s products and services and your ability to provide effective resolutions. Our call center environment is constantly evolving so we’ll look to you to drive tools and technology to enable first call resolution. </p><p></p><p> In the process, you’ll develop experience with a broad range of customer service call types like: advanced technical support, collections, retention, and billing and adjustments. You’ll also engage third party vendors and suppliers as needed to address service faults and provide customer resolution. You may be tasked with identifying, tracking and rendering issues to assist in various root cause eliminations. In addition to these duties, you’ll be required to: - Handle wireless local number portability (WLNP), relocations, combined bill support, after hours inquiries and pre-paid service. </p><p>- Troubleshoot and resolve customer impacting issues such as but not limited to: voice & data issues that span multiple networks and interdependent network elements, considering network conditions, connectivity, devices, applications, provisioning and billing. (Note: The skill and knowledge required will change with technology and application innovations.)</p><p>- Assist customers with products and services such as but not limited to laptop connect services including air cards, USB devices, initial set-up, configuration of AT&T provided software & applications. </p><p>- Proactively engage T3 support (network and IT) to address & resolve issues. - Remain proficient in all billing, rate plan and feature matters. </p><p></p><p><b> WFH Requirements </b> : - You will need verified internet service with minimum of 12mb upload speed and 18mb download speed and an established dedicated work area (desk, chair, electrical outlet, surge protector, direct LAN connection). AT&T will provide the equipment you’ll need to get started! (keyboard, monitor, computer, mobile device, etc.)</p><p>- Your workspace will need to be in alignment with WFH standards (e.g., technical, security, physical, noise levels, Clean Desk policy etc.) and you’ll participate in workspace audits (e.g., remote desktop observation, call and screen recordings, live webcam monitoring, pictures of workspace setup, video chats, etc.). </p><p>- You will need to be available, accessible, and accountable to work during established work schedules and shifts, follow technical support processes, comply with organizational security and compliance standards, trainings, performance management, recurring management routines, manual and automated remote monitoring policies, etc. </p><p></p><p><b> We prefer that you have </b> : - At least one year customer service experience </p><p>- Call Center experience </p><p>- Advanced typing/keyboarding skills </p><p>- At least one-year customer service experience preferred. </p><p></p><p><b> What’s in it for you?</b> We’ll offer paid-training that you’ll complete from home as well as resources to encourage your career growth. We also offer a competitive compensation package. <b> Our Premier Service Consultants earn [$19.61 hourly]. </b> 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: </p><p>- Eligible AT&T wireless plans (up to two accounts per employee; up to 10 lines per account) and wireless accessories </p><p>- AT&T Internet (Fiber where available)</p><p>- AT&T phone & AT&T wireless home phone 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. Watch this video and apply today! #virtualjob #virtualwork. . The Premier Service Consultant (Hybrid) assists customers with questions and concerns on all products and services offered by the Company through research and resolution using various tools and systems. Handles telephone and virtual customer contacts while working in center 3-4 days weekly and remotely from home 1-2 days weekly. May resolve inquiries received via telephone, e-mail, e-care, correspondence, TTY, and on-line chat. </p><p></p><p> Customer interaction may result from a variety of contact methods, including but not limited to direct calls from customers, transferred callers or the resolution of trouble tickets. Responsibilities within the Premier Service Consultant (Hybrid) role may also include those that require additional training in other areas within the broad duties of general customer care once competency has been demonstrated. By way of example, these may include but are not limited to saves, retention, high value customers, billing and adjustment teams, advanced technical support, and/or collections work. Exhibits in-depth knowledge of all products, services, rate plans, feature bundles, and offers to provide best solution options and totally resolve customer issues. Develops a proven track record of resolving issues and retaining customers. Performs other duties as assigned by management. </p><p></p><p><b> It is critical & significant to recognize & provide for the following </b> : </p><p>- The AT&T environment is constantly evolving to meet customer and competitive demands and will continue to do so; we need the flexibility to evolve with it. - Customer interactions that are viewed as requiring “specialized” skills today may be mainstreamed tomorrow as we continue to drive tools and technology to enable first call resolution at the frontline. </p><p>- Training content, call types and responsibilities may change over time at the discretion of the company as the business evolves and our technology & tools advance. </p><p>- Continued investment will be made in the self-service options we provide to our customers, eliminating the need for the customer to call in for service and allowing customers to self-service in additional areas. </p><p></p><p><b> GENERAL ESSENTIAL FUNCTIONS WHICH ARE NORMALLY REQUIRED </b> : The essential functions listed below are representative of duties performed by this job title. Duties generally may include but are not limited to the following: </p><p>- Answers customer/client requests or inquiries concerning services and products and reports problem areas. </p><p>- Utilizes various systems and tools to initiate to assist and service customers. </p><p>- Continually maintains working knowledge of all company products, services and promotions. </p><p>- Make recommendations according to customer’s needs. </p><p>- Utilizes operational systems to process purchases of all products and services. </p><p>- Handles inquiries from customers related to billing, rate plans, features and services, network, coverage, handsets & devices, accessories, repair & troubleshooting, credits & adjustments, etc. </p><p>- Handles credit checks, service activations and changes, and receivables management/collections </p><p>- Handles inquiries on data products, services, billing and troubleshooting. - May handle WLNP, relocations, combined bill support, after hour inquiries, and pre- paid service. </p><p>- Troubleshoots and resolves customer impacting issues such as but not limited to voice & data issues that span multiple networks and interdependent network elements, considering network conditions, connectivity, devices, applications, provisioning and billing. (Note: The skill and knowledge required will change with technology and application innovations.)</p><p>- Provides support for products and services offered by the Company. </p><p>- Assists customers with products and services such as but not limited to laptop connect services including air cards, USB devices, initial set-up, configuration of AT&T provided software & applications. </p><p>- Handles less routine & repetitive matters and more complex troubleshooting scenarios. </p><p>- Identifies, tracks & trends issues to assist in root cause elimination. </p><p>- Proactively engages T3 support (network and IT) to address & resolve issues. </p><p>- Engages third party vendors and suppliers as needed to address service faults & provide customer resolution. </p><p>- Remains proficient in all billing, rate plan and feature matters. </p><p>- Able to communicate effectively, both verbally and in writing. </p><p>- Ability to engage in center or virtually with management as needs of the business require. </p><p></p><p><b> ESSENTIAL FUNCTIONS WHICH MAY BE REQUIRED FOR A PARTICULAR JOB </b> : - Administer system functions on all opening, closing, and balancing procedures according to finance guidelines. </p><p>- May be responsible for credit/inbound and outbound collections, activations, customer service, E-services, revenue, fraud, business and technical/roaming support inquiries, and other duties as required. </p><p>- Ensure work area is maintained in a clean and professional environment; i.e. brochure stocks, promotions display and workstation. </p><p>- Handles executive escalations to the office of the president as well as any other escalation as directed by management. </p><p>- Handles regulatory escalations. </p><p>- Demonstrates proficiency in all billing and technical matters to efficiently assist customers & resolve the escalation. </p><p>- Coordinates effectively with other departments as needed to resolve customer issue. - Communicates effectively and timely to regulatory agencies as required per service level agreements. </p><p></p><p></p><p><b> SPECIAL JOB REQUIREMENTS: </b> - Specific job assignments may require day, evening, weekend or holiday hours. - Be available, accessible, and accountable and technical/roaming support inquiries, and other duties as required. </p><p>- Ensure work area is maintained in a clean and professional environment; i.e. brochure stocks, promotions display and workstation. </p><p>- 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., unexpected volume spikes, disaster recovery, etc.) as determined by the Company. </p><p>- Be available, accessible and ready to work during established work schedules, e.g., on phone/available status in accordance with adherence measures as determined by the Company. </p><p>- Occasional overtime may be required. </p><p>- Ability to complete all required training in center or in a virtual environment inclusive of required knowledge checks as determined by the Company. </p><p>- 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. </p><p>- 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. </p><p>- Be accountable to protect workstation configuration and prevent configuration changes or personalization while using all technology tools as determined by the Company. </p><p>- 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. </p><p>- Be available, accessible, and accountable to participate in recurring management routines as determined by the Company. These in center or 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, coaching, disciplinary actions, training, investigatory meetings, grievances, etc.). </p><p></p><p> These in center or 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. </p><p>- 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., in-center and remote desktop observation, call and screen recordings, live webcam monitoring, pictures of workspace setup, video chats, etc.) as determined by the Company. </p><p>- 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. </p><p>- 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, in-center side-by-sides, 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. </p><p>- Be accountable to participate in and follow all organization-wide and WFH-specific published policies (e.g. Code of Conduct, Time Keeping Policy, etc.) as determined by the Company. </p><p>- Must meet Minimum workspace requirements including verified internet service with upload/download ability as determined by the Company and established dedicated work area (desk, chair, electrical outlet, direct LAN connection)</p><p></p><p><b> PHYSICAL REQUIREMENTS: </b> Ability to sit or stand for long durations (e.g., 8 hours) and engage with customers as dictated by needs of the business. </p><p></p><p><b> BASIC QUALIFICATIONS TESTS </b> : Applicants will be expected to pass any assessments or tests associated with the position. </p><p></p><p><b> TRAINING: </b>- 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). </p><p>- On-the-job training </p><p></p><p></p><p><b> Weekly Hours: </b></p>40<p></p><p><b> Time Type: </b></p> Regular <p></p><p><b> Location: </b></p> Evansville, Indiana <p></p><p> It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. 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Explore the tips and secrets for administrating an office and for offering compelling customer service with the Office Admin and Customer Service Diploma course.<br /> <br /> Throughout the Office Admin and Customer Service Diploma course, you will be introduced to the practical techniques for administrating an office including managing the organization.<br /> <br /> Next, you will learn the strategies of excellent customer communication and customer service so that you can hold the attention of the customers and be able to maintain a long-term relationship.<br /> <br /> Efficient office administration and customer service are the prerequisites for the success of your organization. In the Diploma in Office Admin and Customer Service Diploma course, you will know all the necessary methods for administrating an office along with excellent customer service.<br /> <br /> <strong>Course Highlights</strong><br /> <ul> <li>The price is for the whole Office Admin and Customer Service Diploma course including the final exam – no hidden fees</li> <li>Accredited Certificate upon successful completion at an additional cost</li> <li>Efficient exam system with instant results</li> <li>Track progress within own personal learning portal</li> <li>24/7 customer support via live chat</li> </ul> Office Admin and Customer Service Diploma has been given CPD and IAO accreditation and is one of the best-selling courses available to students worldwide.<br /> <br /> This valuable Office Admin and Customer Service Diploma course is suitable for anyone interested in working in this sector or who simply wants to learn more about the topic. If you’re an individual looking to excel within this field then Office Admin and Customer Service Diploma are for you.<br /> <br /> We’ve taken this comprehensive course and broken it down into several manageable modules which we believe will assist you to easily grasp each concept – from the fundamental to the most advanced aspects of the Office Admin and Customer Service Diploma course. It really is a sure pathway to success.<br /> <br /> All our courses offer 3 months access and are designed to be studied at your own pace so you can take as much or as little time as you need to complete and gain the full CPD accredited qualification. And, there are no hidden fees or exam charges.<br /> <br /> We pride ourselves on having friendly and experienced instructors who provide full weekday support and are ready to help with any of your queries. 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If you’re an individual looking to excel within this field then Level 2 Certificate in Call Centre & Customer Service Beginner is for you.<br /> <br /> <strong>Call Centre & Customer Service Beginner </strong>is a very comprehensive course. We’ve broken it down into several manageable modules which we believe will assist you to easily grasp each concept – from the fundamental to the most advanced aspects of the Call Centre & Customer Service Beginner course. It really is a sure pathway to success.<br /> <br /> All our courses offer 3 months access and are designed to be studied at your own pace so you can take as much or as little time as you need to complete and gain the full CPD accredited qualification. And, there are no hidden fees or exam charges.<br /> <br /> We pride ourselves on having friendly and experienced instructors who provide full weekday support and are ready to help with any of your queries. So, if you need help, just drop them an email and await a speedy response.<br /> <br /> Furthermore, you can check the validity of your qualification and verify your certification on our website at any time.<br /> <br /> So, why not improve your chances of gaining professional skills and better earning potential.<br /> <br /> <br /> <strong>COURSE CURRICULUM</strong><br /> <br /> <strong>Call Centre & Customer Service Beginner Course</strong> <ul> <li>Module One – Getting Started</li> <li>Module Two – The Basics (I)</li> <li>Module Three – The Basics (II)</li> <li>Module Four – Phone Etiquette</li> <li>Moule Five – Tools</li> <li>Module Six – Speaking Like a Star</li> <li>Module Seven – Types of Questions</li> <li>Module Eight – Benchmarking</li> <li>Module Nine – Goal Setting</li> <li>Module Ten – Key Steps</li> <li>Module Eleven – Closing</li> <li>Module Twelve – Wrapping Up</li> </ul> <strong>Activities</strong> <ul> <li>Call Centre & Customer Service Training Course- Activities</li> </ul> <strong>Recommended Reading</strong> <ul> <li>Recommended Reading: Call Centre & Customer Service Beginner</li> </ul> <strong>Assessment and Certification</strong><br /> <br /> At the end of the <strong>Call Centre & Customer Service Beginner </strong>course, you will be required to sit an online multiple-choice test. 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If you are someone interested in content writing then you should not miss the chance to learn from this comprehensive professional course.<br /> <br /> Providing excellent customer service can help your business to succeed and this Level 2 Certificate in <strong>Call Centre & Customer Service Beginner</strong> will explain to you the concepts of customer service. New strategies have been formulated in this course to help improve the role of your business’ customer services.<br /> <br /> <strong>Course Highlights</strong> <ul> <li>The price is for the Call Centre & Customer Service Beginner course including the final exam – no hidden fees</li> <li>Accredited Certificate upon successful completion at an additional cost</li> <li>Efficient exam system with instant results</li> <li>Track progress within own personal learning portal</li> <li>24/7 customer support via live chat</li> </ul> <strong>Call Centre & Customer Service Beginner</strong> has been given CPD and IAO accreditation and is one of the best-selling courses available to students worldwide.<br /> <br /> This valuable <strong>Call Centre & Customer Service Beginner</strong> course is suitable for anyone interested in working in this sector or who simply wants to learn more about the topic. If you’re an individual looking to excel within this field then Level 2 Certificate in Call Centre & Customer Service Beginner is for you.<br /> <br /> <strong>Call Centre & Customer Service Beginner </strong>is a very comprehensive course. We’ve broken it down into several manageable modules which we believe will assist you to easily grasp each concept – from the fundamental to the most advanced aspects of the Call Centre & Customer Service Beginner course. It really is a sure pathway to success.<br /> <br /> All our courses offer 3 months access and are designed to be studied at your own pace so you can take as much or as little time as you need to complete and gain the full CPD accredited qualification. And, there are no hidden fees or exam charges.<br /> <br /> We pride ourselves on having friendly and experienced instructors who provide full weekday support and are ready to help with any of your queries. So, if you need help, just drop them an email and await a speedy response.<br /> <br /> Furthermore, you can check the validity of your qualification and verify your certification on our website at any time.<br /> <br /> So, why not improve your chances of gaining professional skills and better earning potential.<br /> <br /> <br /> <strong>COURSE CURRICULUM</strong><br /> <br /> <strong>Call Centre & Customer Service Beginner Course</strong> <ul> <li>Module One – Getting Started</li> <li>Module Two – The Basics (I)</li> <li>Module Three – The Basics (II)</li> <li>Module Four – Phone Etiquette</li> <li>Moule Five – Tools</li> <li>Module Six – Speaking Like a Star</li> <li>Module Seven – Types of Questions</li> <li>Module Eight – Benchmarking</li> <li>Module Nine – Goal Setting</li> <li>Module Ten – Key Steps</li> <li>Module Eleven – Closing</li> <li>Module Twelve – Wrapping Up</li> </ul> <strong>Activities</strong> <ul> <li>Call Centre & Customer Service Training Course- Activities</li> </ul> <strong>Recommended Reading</strong> <ul> <li>Recommended Reading: Call Centre & Customer Service Beginner</li> </ul> <strong>Assessment and Certification</strong><br /> <br /> At the end of the <strong>Call Centre & Customer Service Beginner </strong>course, you will be required to sit an online multiple-choice test. Your test will be assessed automatically and immediately so that you will instantly know whether you have been successful. After you have successfully passed the final exam, you will be able to order an Accredited Certificate of Achievement.<br /> <br /> <strong>Career Path</strong><br /> <br /> Not only does our CPD and CiQ accredited course look good on your CV, setting you apart from the competition, but it can also be used as a stepping stone to greater things. Further advance your learning, launch a new career or reinvigorate an existing one.<br /> <br /> On successful completion of this Call Centre & Customer Service Beginner course, you have the potential to achieve a higher salary.<br /> <br /> The sky really is the limit.', 'outline' => null, 'who_should_take_this_course' => null, 'career_path' => 'Customer Service Manager,Customer Service Executive,Customer Care Learner', 'eligibility' => '<ul> <li>The Call Centre & Customer Service Beginner course is available to all learners, of all academic backgrounds.</li> <li>Learners should be aged 16 or over.</li> <li>A basic understanding of the English language is required to attend this Call Centre & Customer Service Beginner course.</li> </ul> ', 'school' => 'Alpha Academy', 'keywords' => 'Customer Service,customer service,Receptionist,Front Desk,customer', 'location' => 'Online', 'duration' => 'Upto 8 Hours', 'timing' => null, 'cost' => null, 'discount' => '95% Off for Laimoon Users!', 'eligibility_criteria' => null, 'job_matching_keywords' => null, 'boosted' => '0', 'lang_code' => 'en', 'status' => 'active', 'auto_translated' => '0', 'objectives' => null, 'photo' => null, 'photo_cta' => null, 'video' => null ), 'Profile' => array() ) ) $job = array( 'Job' => array( 'id' => '44860201', 'contact_id' => '3773199', 'recruiter_id' => '74726', 'job_function_id' => null, 'title' => 'Customer Service Representative - ( Hybrid)', 'vacancies' => null, 'job_type_id' => null, 'description' => null, 'pay_status' => 'Free', 'external_job_description' => '<p><b> Job Description: </b><p></p><p><b> This hybrid position reports to our 5101 Vogel Rd, Evansville, IN 47715 location and works in center 3-4 days weekly and remotely from home 1-2 days weekly. If selected, you must be able to report to this location. The Office hours are 7 days a week, 8am to 10pm. </b></p><p></p><p><b> This position offers a $2,500.00 sign on bonus paid out as follows: first $500 payment 30 days after hire date, second $1,000 payment 6 months after hire date and third $1,000 payment 1 year after hire date. </b></p><p></p><p> Take the lead at the frontline of our company in a hybrid role that works in center and from home. In this multifaceted role, you’ll assist with telephone and virtual customer interactions working in center 3-4 days weekly and remotely from home 1-2 days weekly. You’ll utilize various tools and systems (telephone, e-email, e-care, correspondence, TTY and online chat) for this WFH Hybrid role. You’ll proactively evolve to meet customers’ needs and competitive demands. Success will depend upon your in-depth knowledge of AT&T’s products and services and your ability to provide effective resolutions. Our call center environment is constantly evolving so we’ll look to you to drive tools and technology to enable first call resolution. </p><p></p><p> In the process, you’ll develop experience with a broad range of customer service call types like: advanced technical support, collections, retention, and billing and adjustments. You’ll also engage third party vendors and suppliers as needed to address service faults and provide customer resolution. You may be tasked with identifying, tracking and rendering issues to assist in various root cause eliminations. In addition to these duties, you’ll be required to: - Handle wireless local number portability (WLNP), relocations, combined bill support, after hours inquiries and pre-paid service. </p><p>- Troubleshoot and resolve customer impacting issues such as but not limited to: voice & data issues that span multiple networks and interdependent network elements, considering network conditions, connectivity, devices, applications, provisioning and billing. (Note: The skill and knowledge required will change with technology and application innovations.)</p><p>- Assist customers with products and services such as but not limited to laptop connect services including air cards, USB devices, initial set-up, configuration of AT&T provided software & applications. </p><p>- Proactively engage T3 support (network and IT) to address & resolve issues. - Remain proficient in all billing, rate plan and feature matters. </p><p></p><p><b> WFH Requirements </b> : - You will need verified internet service with minimum of 12mb upload speed and 18mb download speed and an established dedicated work area (desk, chair, electrical outlet, surge protector, direct LAN connection). AT&T will provide the equipment you’ll need to get started! (keyboard, monitor, computer, mobile device, etc.)</p><p>- Your workspace will need to be in alignment with WFH standards (e.g., technical, security, physical, noise levels, Clean Desk policy etc.) and you’ll participate in workspace audits (e.g., remote desktop observation, call and screen recordings, live webcam monitoring, pictures of workspace setup, video chats, etc.). </p><p>- You will need to be available, accessible, and accountable to work during established work schedules and shifts, follow technical support processes, comply with organizational security and compliance standards, trainings, performance management, recurring management routines, manual and automated remote monitoring policies, etc. </p><p></p><p><b> We prefer that you have </b> : - At least one year customer service experience </p><p>- Call Center experience </p><p>- Advanced typing/keyboarding skills </p><p>- At least one-year customer service experience preferred. </p><p></p><p><b> What’s in it for you?</b> We’ll offer paid-training that you’ll complete from home as well as resources to encourage your career growth. We also offer a competitive compensation package. <b> Our Premier Service Consultants earn [$19.61 hourly]. </b> 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: </p><p>- Eligible AT&T wireless plans (up to two accounts per employee; up to 10 lines per account) and wireless accessories </p><p>- AT&T Internet (Fiber where available)</p><p>- AT&T phone & AT&T wireless home phone 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. Watch this video and apply today! #virtualjob #virtualwork. . The Premier Service Consultant (Hybrid) assists customers with questions and concerns on all products and services offered by the Company through research and resolution using various tools and systems. Handles telephone and virtual customer contacts while working in center 3-4 days weekly and remotely from home 1-2 days weekly. May resolve inquiries received via telephone, e-mail, e-care, correspondence, TTY, and on-line chat. </p><p></p><p> Customer interaction may result from a variety of contact methods, including but not limited to direct calls from customers, transferred callers or the resolution of trouble tickets. Responsibilities within the Premier Service Consultant (Hybrid) role may also include those that require additional training in other areas within the broad duties of general customer care once competency has been demonstrated. By way of example, these may include but are not limited to saves, retention, high value customers, billing and adjustment teams, advanced technical support, and/or collections work. Exhibits in-depth knowledge of all products, services, rate plans, feature bundles, and offers to provide best solution options and totally resolve customer issues. Develops a proven track record of resolving issues and retaining customers. Performs other duties as assigned by management. </p><p></p><p><b> It is critical & significant to recognize & provide for the following </b> : </p><p>- The AT&T environment is constantly evolving to meet customer and competitive demands and will continue to do so; we need the flexibility to evolve with it. - Customer interactions that are viewed as requiring “specialized” skills today may be mainstreamed tomorrow as we continue to drive tools and technology to enable first call resolution at the frontline. </p><p>- Training content, call types and responsibilities may change over time at the discretion of the company as the business evolves and our technology & tools advance. </p><p>- Continued investment will be made in the self-service options we provide to our customers, eliminating the need for the customer to call in for service and allowing customers to self-service in additional areas. </p><p></p><p><b> GENERAL ESSENTIAL FUNCTIONS WHICH ARE NORMALLY REQUIRED </b> : The essential functions listed below are representative of duties performed by this job title. Duties generally may include but are not limited to the following: </p><p>- Answers customer/client requests or inquiries concerning services and products and reports problem areas. </p><p>- Utilizes various systems and tools to initiate to assist and service customers. </p><p>- Continually maintains working knowledge of all company products, services and promotions. </p><p>- Make recommendations according to customer’s needs. </p><p>- Utilizes operational systems to process purchases of all products and services. </p><p>- Handles inquiries from customers related to billing, rate plans, features and services, network, coverage, handsets & devices, accessories, repair & troubleshooting, credits & adjustments, etc. </p><p>- Handles credit checks, service activations and changes, and receivables management/collections </p><p>- Handles inquiries on data products, services, billing and troubleshooting. - May handle WLNP, relocations, combined bill support, after hour inquiries, and pre- paid service. </p><p>- Troubleshoots and resolves customer impacting issues such as but not limited to voice & data issues that span multiple networks and interdependent network elements, considering network conditions, connectivity, devices, applications, provisioning and billing. (Note: The skill and knowledge required will change with technology and application innovations.)</p><p>- Provides support for products and services offered by the Company. </p><p>- Assists customers with products and services such as but not limited to laptop connect services including air cards, USB devices, initial set-up, configuration of AT&T provided software & applications. </p><p>- Handles less routine & repetitive matters and more complex troubleshooting scenarios. </p><p>- Identifies, tracks & trends issues to assist in root cause elimination. </p><p>- Proactively engages T3 support (network and IT) to address & resolve issues. </p><p>- Engages third party vendors and suppliers as needed to address service faults & provide customer resolution. </p><p>- Remains proficient in all billing, rate plan and feature matters. </p><p>- Able to communicate effectively, both verbally and in writing. </p><p>- Ability to engage in center or virtually with management as needs of the business require. </p><p></p><p><b> ESSENTIAL FUNCTIONS WHICH MAY BE REQUIRED FOR A PARTICULAR JOB </b> : - Administer system functions on all opening, closing, and balancing procedures according to finance guidelines. </p><p>- May be responsible for credit/inbound and outbound collections, activations, customer service, E-services, revenue, fraud, business and technical/roaming support inquiries, and other duties as required. </p><p>- Ensure work area is maintained in a clean and professional environment; i.e. brochure stocks, promotions display and workstation. </p><p>- Handles executive escalations to the office of the president as well as any other escalation as directed by management. </p><p>- Handles regulatory escalations. </p><p>- Demonstrates proficiency in all billing and technical matters to efficiently assist customers & resolve the escalation. </p><p>- Coordinates effectively with other departments as needed to resolve customer issue. - Communicates effectively and timely to regulatory agencies as required per service level agreements. </p><p></p><p></p><p><b> SPECIAL JOB REQUIREMENTS: </b> - Specific job assignments may require day, evening, weekend or holiday hours. - Be available, accessible, and accountable and technical/roaming support inquiries, and other duties as required. </p><p>- Ensure work area is maintained in a clean and professional environment; i.e. brochure stocks, promotions display and workstation. </p><p>- 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., unexpected volume spikes, disaster recovery, etc.) as determined by the Company. </p><p>- Be available, accessible and ready to work during established work schedules, e.g., on phone/available status in accordance with adherence measures as determined by the Company. </p><p>- Occasional overtime may be required. </p><p>- Ability to complete all required training in center or in a virtual environment inclusive of required knowledge checks as determined by the Company. </p><p>- 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. </p><p>- 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. </p><p>- Be accountable to protect workstation configuration and prevent configuration changes or personalization while using all technology tools as determined by the Company. </p><p>- 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. </p><p>- Be available, accessible, and accountable to participate in recurring management routines as determined by the Company. These in center or 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, coaching, disciplinary actions, training, investigatory meetings, grievances, etc.). </p><p></p><p> These in center or 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. </p><p>- 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., in-center and remote desktop observation, call and screen recordings, live webcam monitoring, pictures of workspace setup, video chats, etc.) as determined by the Company. </p><p>- 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. </p><p>- 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, in-center side-by-sides, 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. </p><p>- Be accountable to participate in and follow all organization-wide and WFH-specific published policies (e.g. Code of Conduct, Time Keeping Policy, etc.) as determined by the Company. </p><p>- Must meet Minimum workspace requirements including verified internet service with upload/download ability as determined by the Company and established dedicated work area (desk, chair, electrical outlet, direct LAN connection)</p><p></p><p><b> PHYSICAL REQUIREMENTS: </b> Ability to sit or stand for long durations (e.g., 8 hours) and engage with customers as dictated by needs of the business. </p><p></p><p><b> BASIC QUALIFICATIONS TESTS </b> : Applicants will be expected to pass any assessments or tests associated with the position. </p><p></p><p><b> TRAINING: </b>- 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). </p><p>- On-the-job training </p><p></p><p></p><p><b> Weekly Hours: </b></p>40<p></p><p><b> Time Type: </b></p> Regular <p></p><p><b> Location: </b></p> Evansville, Indiana <p></p><p> It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. 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AT&T
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