Manager-Customer Service

Job Overview

Job Description:

Overall Purpose:

Directs and manages a team of Customer or Business Services Representatives who are responsible for the day-to-day customer service issues requests which may include any of the following: new or additional services, answering customer billing and service inquiries, provisioning and maintenance, complaints, escalations, problem resolution, sales, adjustments, service order issuance inquiries and validation of service order accuracy.

Key Roles and Responsibilities:

Ensures professional and courteous representatives provide basic customer service with the objective of extending contacts; may include presales and post sales service to customers. Plans, directs, supervises, and evaluates workflow. Responsible for the day-to-day application of organizational policies and procedures; administers company policies that directly affect subordinate employees; and responsible for achieving revenue and customer service objectives. Coordinates work activities to achieve the volume expected to meet operational requirements; recognizes and recommends operational improvements. May perform internal audits and review customer records to ensure accuracy and timely responses. Monitors performance of staff members according to monitoring standards, approves special price concessions, quotes, bid allowances, or adjustments. Manages and promotes customer retention management (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy. Directs the flow of the operation and determine how to fix problems as they arise; responsible for training, evaluating, and managing performance evaluations of direct reports. Influences decisions regarding the hiring, firing, disciplinary action, promotional activity, and pay decisions for subordinates.

Skills/Experience:

• Call Center Management
• Build Collaborative and Diverse Teams
• Cross Selling
• Customer Service Management
• Driving Changes
• Drive Accountability (Supv)

Education:

High School Diploma or GED required.

Experience:

Requires a minimum of 2 years of Supervisory Experience, leading a team of phone agents with a high focus on Customer Service and Cross Selling.   

Supervisory:

Yes.

Our Manager-Customer Service earns between $64,200 - $96,400 USD. Not to mention all the other amazing rewards that working at AT&T offers. Individual starting salary within this range may depend on geography, experience, expertise, and education/training. Joining our team comes with amazing perks and benefits:

• Medical/Dental/Vision coverage

• 401(k) plan

• Tuition reimbursement program

• Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)

• Paid Parental Leave

• Paid Caregiver Leave

• Additional sick leave beyond what state and local law require may be available but is unprotected.

• Adoption Reimbursement

• Disability Benefits (short term and long term)

• Life and Accidental Death Insurance

• Supplemental benefit programs: critical illness/accident hospital indemnity/group legal

• Employee Assistance Programs (EAP)

• Extensive employee wellness programs

• Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone

A career with us, a global leader in communications and technology, comes with big rewards. As part of our team, you’ll lead transformation surrounded by trailblazing industry leaders like you. You’ll be empowered to go above and beyond – making a difference through company-sponsored initiatives or connecting and networking through one of our many employee groups. And regardless of where you’re at in your career trajectory, you’ll be rewarded by the impact that comes with making a difference in the lives of millions. With AT&T, you’ll be a part of something greater, do incredible things and be rewarded with a chance to change the world.

#LI-Onsite

Ready to join the team? Apply today!

Weekly Hours:

40

Time Type:

Regular

Location:

Evansville, Indiana

Salary Range:

$64,200.00 - $96,400.00

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.

Job ID R-25359 Date posted 06.03.2024