This position requires office presence of 5 days per week and is only located in the location(s) posted.

Overall Purpose: Oversee and guide customer service operations via chat , ensuring efficient resolution of escalated issues, maintaining high customer satisfaction, and fostering team development and performance.

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

• Lead and Develop Team: Guide, train, and evaluate customer service representatives for optimal performance.

• Enforce Policies and Procedures: Develop and monitor adherence to company policies and operational procedures.

• Manage Escalations and CRM: Resolve escalated issues and oversee customer retention strategies.

• Monitor Performance Metrics: Track and report on team performance, ensuring quality and service standards are met.

• Improve Operational Processes: Plan, direct, and enhance workflows and systems for increased efficiency and effectiveness.

Job Contribution: Oversees operational aspects of the department, focusing on the day-to-day management of related initiatives. This role is primarily concerned with the implementation and execution of strategies developed by higher management. Typically leads entry-level and career-level staff within the organization. Responsible for influencing decisions regarding the hiring, firing, disciplinary action, promotional activity, and pay decisions for subordinates.

Supervisor: Yes

Education/Experience: Bachelor’s degree (BS/BA) desired. 5+ years of related experience.

Our Associate Director-Customer Service earn between $105,600 - $158,400 with target incentive. 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.

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.

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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.