Call Center Sales Representative

Job Description:

Our Call Center Sales Representative assists Business customers with requests, questions, and concerns on all products and services offered by the Company (ex: billing, rate plans, features, services, network, coverage, handsets & devices, accessories, repair & troubleshooting, credits & adjustments, credit checks, service activations and changes, receivables management/collections, relocations, combined bill, after hours inquiries, and pre‑paid services). Requires excellent communication and follow‑up on progress with complex issues.

Customer interaction may result from direct calls from customers, transferred callers or the resolution of trouble tickets. May resolve inquiries received via telephone, e‑mail, e‑care, correspondence, TTY, and on‑line chat.

• Must possess a working knowledge of a broad range of Voice and Data products/services.
• Must have the ability to use various tools and systems to effectively and accurately research, troubleshoot, problem solve, and educate others.
• Sell products and services offered by the Company. May support end users in areas such as billing and equipment.
• May also interact with enterprise customers and their IT managers on the installation & configuration of AT&T Mobility software as well as configuration of devices.
• May support returns, exchanges, upgrades, accessory orders or missing order requests.
• May perform Accounts Receivable work for several hundred corporate or government accounts at one time, working with Sales and Service Management teams to determine the best approach for collections of past due dollars (also supports small business accounts).
• May process credit applications and activate service.
• Coordinates with all sales channels for retention efforts on existing customer base.
• May be responsible for leading projects, and performs other duties as assigned by management.
• Responsibilities within the Business Premier Service Consultant role 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, high value customers, billing and adjustment teams, advanced technical support, and/or complex collections work.
• Exhibits in‑depth knowledge of all systems, products, services, rate plans, feature bundles, and offers to provide best solution options and totally resolve customer issues.
• Maintains appropriate records, prepares required reports, and updates customer accounts on a computer terminal.
• Develops a proven track record of resolving issues and retaining customers. 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.

• Answers customer/client requests or inquiries concerning services and products and reports problem areas.
• Utilizes various systems and tools to assist and service customers. May include bulk ordering & care maintenance requests.
• 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 all duties related to receivables management/collections.
• Sell all services and products offered by the Company; handles inquiries and on data products, services, billing, and troubleshooting.
• May handle WLNP, relocations, combined bill support, after hours inquiries, pre‑paid service.
• Troubleshoots and resolves customer impacting issues such as but not limited to voice & data issues that…