Customer Experience Associate

Step into a role where you’ll turn “why is my internet down?” into “wow, that was fast!”

The Customer Experience Associate is the calming voice, the clever seller, and the people-person keeping customer sentiment high. This role requires somebody who enjoys smoothing rough moments, selling thoughtful solutions, and occasionally reminding the universe that fiber exists. Here, the Customer Experience Associate’s performance (and weekly commission) will be measured by satisfaction and conversion.

Customer Experience Associate Main Functions:

• Handle customer interactions in-person to diagnose service issues and offer timely solutions—customer-facing and conversion-oriented.
• Propose and close fiber, wireless, and internet upgrades during support calls.
• Follow up with customers post-resolution to confirm satisfaction and pitch relevant add-ons.
• Track tickets, escalations, and coordinate with field techs for installations.
• Meet weekly CSAT and conversion targets (performance-driven) and report outcomes.
• Create clear knowledge entries and FAQs to reduce repeat issues.
• Assist in scripting empathetic, high-conversion responses for the team.
• Represent the AT&T brand with professionalism—even at 8 a.m. on a Monday.