{"id":1315,"date":"2021-07-15T12:30:13","date_gmt":"2021-07-15T18:30:13","guid":{"rendered":"http:\/\/www.cwa6203.org\/?p=1315"},"modified":"2021-07-15T12:33:42","modified_gmt":"2021-07-15T18:33:42","slug":"premier-service-consultantwfh-job-description-informational-only-part-ii","status":"publish","type":"post","link":"https:\/\/cwa6203.org\/?p=1315","title":{"rendered":"PREMIER SERVICE CONSULTANT(WFH) JOB DESCRIPTION (INFORMATIONAL ONLY) PART II"},"content":{"rendered":"

ESSENTIAL FUNCTIONS WHICH MAY BE REQUIRED FOR A PARTICULAR JOB:<\/strong><\/p>\n

1. Administer system functions on all opening, closing, and balancing procedures
\n according to finance guidelines.
\n2. May be responsible for credit\/inbound and outbound collections, activations, customer
\n service, E-services, revenue, fraud, business and technical\/roaming support inquiries,
\n and other duties as required.
\n3. Ensure work area is maintained in a clean and professional environment; i.e. brochure
\n stocks, promotions display and workstation.
\n4. Handles executive escalations to the office of the president as well as any other
\n escalation as directed by management.
\n reports problem areas.
\n2. Utilizes various systems and tools to initiate to assist and service customers.
\n3. Continually maintains working knowledge of all company products, services and
\n promotions.
\n4. Make recommendations according to customer\u00e2\u20ac\u2122s needs.
\n5. Utilizes operational systems to process purchases of all products and services.
\n6. Handles inquiries from customers related to billing, rate plans, features and services,
\n network, coverage, handsets & devices, accessories, repair & troubleshooting, credits
\n & adjustments, etc.
\n7. Handles credit checks, service activations and changes, and receivables
\n management\/collections
\n8. May sell all services and products offered by the Company; handles inquiries on data
\n products, services, billing and troubleshooting.
\n9. May handle WLNP, relocations, combined bill support, after hours inquiries, pre-paid
\n service.
\n10.Troubleshoots and resolves customer impacting issues such as but not limited to voice
\n & data issues that span multiple networks and interdependent network elements,
\n considering network conditions, connectivity, devices, applications, provisioning and
\n billing. (Note: The skill and knowledge required will change with technology and
\n application innovations.)
\n11.Provides support for products and services offered by the Company.
\n12.Assists customers with products and services such as but not limited to laptop connect
\n services including air cards, USB devices, initial set-up, configuration of AT&T
\n provided software & applications.
\n13.Handles less routine & repetitive matters and more complex troubleshooting
\n scenarios.
\n14.Identifies, tracks & trends issues to assist in root cause elimination.
\n15.Proactively engages T3 support (network and IT) to address & resolve issues.
\n16.Engages third party vendors and suppliers as needed to address service faults &
\n provide customer resolution.
\n17.Remains proficient in all billing, rate plan and feature matters.
\n18.Able to communicate effectively, both verbally and in writing.<\/p>\n

ESSENTIAL FUNCTIONS WHICH MAY BE REQUIRED FOR A PARTICULAR JOB:<\/strong><\/p>\n

1. Perform over the counter exchanges of customer defective equipment.
\n2. Administer system functions on all opening, closing, and balancing procedures
\n according to finance guidelines.
\n3. May be responsible for credit\/inbound and outbound collections, activations, customer
\n service, E-services, revenue, fraud, business and technical\/roaming support inquiries,
\n and other duties as required.
\n4. Ensure work area is maintained in a clean and professional environment; i.e. brochure
\n stocks, promotions display and workstation.
\n5. Handles executive escalations to the office of the president as well as any other
\n escalation as directed by management.
\n6. Handles regulatory escalations.
\n7. Demonstrates proficiency in all billing and technical matters to efficiently assist
\n customers & resolve the escalation.
\n8. Coordinates effectively with other departments as needed to resolve customer issue.
\n9. Communicates effectively and timely to regulatory agencies as required per service
\n level agreements.<\/p>\n

PREFERRED QUALIFICATIONS<\/strong><\/p>\n

\u00e2\u20ac\u00a2 At least one year customer service experience preferred.
\n\u00e2\u20ac\u00a2 Call Center experience preferred.
\n\u00e2\u20ac\u00a2 Advance Typing\/keyboarding skills preferred.<\/p>\n

SPECIAL JOB REQUIREMENTS:<\/strong><\/p>\n

\u00e2\u20ac\u00a2 Specific job assignments may require day, evening, weekend or holiday hours.
\n\u00e2\u20ac\u00a2 Occasional overtime may be required.<\/p>\n

PHYSICAL REQUIREMENTS<\/strong><\/p>\n

No physical requirements.<\/p>\n

BASIC QUALIFICATIONS<\/strong><\/p>\n

TESTS:<\/strong>
\nApplicants will be expected to pass any assessments or tests associated with the
\nposition.<\/p>\n

TRAINING<\/strong><\/p>\n

\u00e2\u20ac\u00a2 Classroom training.
\n\u00e2\u20ac\u00a2 On-the-job training.
\nProvisions 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.<\/p>\n","protected":false},"excerpt":{"rendered":"

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 […]<\/p>\n","protected":false},"author":4,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[],"_links":{"self":[{"href":"https:\/\/cwa6203.org\/index.php?rest_route=\/wp\/v2\/posts\/1315"}],"collection":[{"href":"https:\/\/cwa6203.org\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/cwa6203.org\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/cwa6203.org\/index.php?rest_route=\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/cwa6203.org\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=1315"}],"version-history":[{"count":1,"href":"https:\/\/cwa6203.org\/index.php?rest_route=\/wp\/v2\/posts\/1315\/revisions"}],"predecessor-version":[{"id":1316,"href":"https:\/\/cwa6203.org\/index.php?rest_route=\/wp\/v2\/posts\/1315\/revisions\/1316"}],"wp:attachment":[{"href":"https:\/\/cwa6203.org\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=1315"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cwa6203.org\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=1315"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cwa6203.org\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=1315"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}