Job Description:

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.

This position is an individual contributor role within the Office of the President (OOP).  OOP is the lead interface for business customers who escalate to regulatory agencies, BBB, and customer advocacy organizations to resolve complex issues.  The position is for a business converged (multi-product) case manager role that is responsible for reviewing business customer concerns and addressing their issues through account review, investigation, and resolution skills.  We are seeking candidates who have a passion for serving customers, providing best-in-class care, and can confidently restore customers' trust in AT&T, turning detractors into promoters and building AT&Ts brand loyalty.

Overall Purpose: Responsible for supporting customer satisfaction and retention by effectively managing service inquiries and resolving issues using industry-standard practices.

Key Roles and Responsibilities: Typical tasks may include, but are not limited to, the following:

• 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.
• Relationship Management and Policy Implementation: Fostering strong relationships with key customers and stakeholders, developing and maintaining customer-specific service guides, and implementing comprehensive programs to minimize churn and ensure compliance with service policies.

Job Contribution: An experienced professional with in-depth knowledge, applying organizational practices to resolve moderately difficult problems. Works with independent judgement on expansive projects with minimal supervision, implementing policy changes to improve functions. Actions impact efficiency costs, schedules and client relationships. Interacts primarily within the department and with General Managers and above across various teams.

Supervisor: No

Education/Experience: Bachelor’s degree (BS/BA) desired. 2+ years of related experience. Certification is required in some areas.

Our Sr Specialist Service Mgr Cust Rltns earn between $79,200 - $118,800 USD Annual. Not to mention all the other amazing rewards that working at AT&T offers. From health insurance to tuition reimbursement and paid time off to discounts on products and services just to name a few. There is a lot to be excited about around here. 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.

AT&T will consider for employment qualified applicants in a manner consistent with the requirements of federal, State, and local laws.

Ready to close the deal on a career with AT&T?

Apply today.

If a Background Check is required, candidates with arrest or convictions records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Relevant Material Job Duties for which Criminal History may have a direct adverse, and negative relationship potentially resulting in the withdrawal of the Conditional Offer of Employment

Contact with Customers/Candidates/Clients

Safety Sensitivity (Vehicle/Tool/Machine Operation - if applicable)

Handling/Proximity to Sensitive Information

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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.