PREMIER SERVICE CONSULTANT(WFH) JOB DESCRIPTION (INFORMATIONAL ONLY) PART IPosted: July 15, 2021
PLEASE BE AWARE THAT THIS POSTING WILL BE IN 2 PARTS…PART I & PART II
The Local Union Officers wanted you to be mindful of a new job description that the company has. THIS IS NOT A JOB OPENING OR ADVISING YOU OF ONE. THIS IS FOR INFORMATIONAL PURPOSES ONLY in the event that the company may offer this to you or anyone you know in the future. This is only for you to see what the job will or may entail so you can make informed decisions. You can also call us if you have any questions at 806 793-6203. Please see the job description below and on the Part II posting:
JOB TITLE: PREMIER SERVICE CONSULTANT (WFH)
Job Key Code Mobility Labor Agreement District
16100044 Purple 6
The Premier Service Consultant (WFH) 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 remotely from home. Coordinates with all sales channels for retention efforts on
existing customer base. May sell products and services offered by the Company. 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 (WFH) 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 sales, 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:
1. Answers customer/client requests or inquiries concerning services and products and
reports problem areas.
2. Utilizes various systems and tools to initiate to assist and service customers.
3. Continually maintains working knowledge of all company products, services and
4. Make recommendations according to customer’s needs.
5. Utilizes operational systems to process purchases of all products and services.
6. Handles inquiries from customers related to billing, rate plans, features and services,
network, coverage, handsets & devices, accessories, repair & troubleshooting, credits
& adjustments, etc.
7. Handles credit checks, service activations and changes, and receivables
8. May sell all services and products offered by the Company; handles inquiries on data
products, services, billing and troubleshooting.
9. May handle WLNP, relocations, combined bill support, after hours inquiries, pre-paid
10.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
11.Provides support for products and services offered by the Company.
12.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.
13.Handles less routine & repetitive matters and more complex troubleshooting
14.Identifies, tracks & trends issues to assist in root cause elimination.
15.Proactively engages T3 support (network and IT) to address & resolve issues.
16.Engages third party vendors and suppliers as needed to address service faults &
provide customer resolution.
17.Remains proficient in all billing, rate plan and feature matters.
18.Able to communicate effectively, both verbally and in writing.
19.Ability to engage virtually with management as needs of the business require.