PREMIER SERVICE CONSULTANT(WFH) JOB DESCRIPTION (INFORMATIONAL ONLY) PART II
Posted: July 15, 2021 Filed under: News Leave a comment »ESSENTIAL FUNCTIONS WHICH MAY BE REQUIRED FOR A PARTICULAR JOB:
1. Administer system functions on all opening, closing, and balancing procedures
according to finance guidelines.
2. 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.
3. Ensure work area is maintained in a clean and professional environment; i.e. brochure
stocks, promotions display and workstation.
4. Handles executive escalations to the office of the president as well as any other
escalation as directed by management.
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
promotions.
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
management/collections
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
service.
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
application innovations.)
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
scenarios.
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.
ESSENTIAL FUNCTIONS WHICH MAY BE REQUIRED FOR A PARTICULAR JOB:
1. Perform over the counter exchanges of customer defective equipment.
2. Administer system functions on all opening, closing, and balancing procedures
according to finance guidelines.
3. 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.
4. Ensure work area is maintained in a clean and professional environment; i.e. brochure
stocks, promotions display and workstation.
5. Handles executive escalations to the office of the president as well as any other
escalation as directed by management.
6. Handles regulatory escalations.
7. Demonstrates proficiency in all billing and technical matters to efficiently assist
customers & resolve the escalation.
8. Coordinates effectively with other departments as needed to resolve customer issue.
9. Communicates effectively and timely to regulatory agencies as required per service
level agreements.
PREFERRED QUALIFICATIONS
• At least one year customer service experience preferred.
• Call Center experience preferred.
• Advance Typing/keyboarding skills preferred.
SPECIAL JOB REQUIREMENTS:
• Specific job assignments may require day, evening, weekend or holiday hours.
• Occasional overtime may be required.
PHYSICAL REQUIREMENTS
No physical requirements.
BASIC QUALIFICATIONS
TESTS:
Applicants will be expected to pass any assessments or tests associated with the
position.
TRAINING
• Classroom training.
• On-the-job training.
Provisions listed in these Job Descriptions may be changed or modified by AT&T Mobility without prior notice, at any time at the Company’s sole discretion.
