Pros: One reason I particularly enjoy this business, and the challenges that go along with it, is the opportunity to connect with people.
Cons: working at call center can be very stressful
Answer incoming calls from 22 states for sales, service, and billing. Handle initial customer requests, and transfer calls to appropriate department. Discuss billing and payment issues and negotiate future payments with customers. Troubleshoot incoming service calls when possible, and forward to technical support when required. Calm angry callers, repair trust, and locate resources for problem resolution, while exceeding customer expectations and building long-term loyalty.
Perform detailed inquiries of new customers to determine and recommend most appropriate phone and other services, and inform customers of mandatory disclosures. Prepare orders for regular phone service, Uverse fiber optic service, AT&T wireless services, and DSL. Present additional products and services, and up sell existing services when possible. Utilize a variety of company databases to verify and enable customer services, track customer returns, and investigate payments; regularly have 30-40 browsers open. Speak with customers considering leaving AT&T, and suggest alternate services to retain business. Provide feedback to management on issues with new promotions and system operation.