Principal Service Management

Job details

This position requires office presence of a minimum of 5 days per week and is only located in the location(s) posted. No relocation is offered.

Customer Issue Resolution and Communication:
Acting as the primary point of contact for escalated customer issues and resolving them promptly & effectively. Maintaining clear, professional communication with customers and executive staff.

Service Quality and Process Improvement:
Monitoring and assessing service quality, developing and implementing strategies for process improvement.

Data Analysis and Reporting:
Utilizing online tools to extract, analyze, and customize performance data for stewardship reports, driving actionable items to support customer needs.

Customer Training and Tool Promotion:
Educating customers on the use of online servicing and billing tools, leading training sessions to improve customer self‑service capabilities and promoting the use of these tools as alternative solutions; implementing comprehensive programs to minimize churn and ensure compliance with service policies.

Relationship Management and Policy Implementation:
Fostering strong relationships with key customers and stakeholders, developing and maintaining customer‑specific service guides.

Bachelor’s degree (BS/BA) desired. 7+ years of related experience.

Expert in their field, applying broad business knowledge and strategic insight surrounding emerging trends and technologies to solve complex problems and drive organizational results.

Leads critical, high‑impact projects and designs/implements innovative business strategies.

Works with minimal oversight, frequently consulting senior leadership and influencing executive decisions.

Serves as a mentor and assists others with challenging issues.

Principal Service Management earns between $118,800 – $178,200.

• Medical / Dental / Vision coverage
• 401(k) plan
• Tuition reimbursement program
• Paid Time Off and Holidays (at least 23 days of vacation each year and 9 company‑designated holidays)
• Paid parental leave
• Paid caregiver leave
• Additional sick leave beyond state and local law 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

Weekly

Hours:

40

Time Type:
Regular

Location:

Dallas, Texas

Salary Range: $118,800 – $178,200

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. AT&T is a fair chance employer and does not initiate a background check until an offer is made.

Apply today!