AT&T U-VERSE TECHNICAL SUPPORT
Handles customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution. Offers alternative solutions where appropriate with the objective of retaining customer's business. Handles business transactions in connection with activation of new customer accounts on a computer terminal. Communicates with customers using web-based tools and demonstrates the associated proficiency in typing and grammar. Makes financial decisions to protect/collect revenues and adjusts customer accounts. May be required to achieve a sale quota. Has broad working knowledge of AT&T practices and operations and demonstrates continued and consistent proficiency in most of the skill sets utilized within the Host Call Center. May assist management with scheduling and tracking of the workforce and vacation schedules in accordance with set Company guidelines and requirements. May assist in training new employees. Performs other duties as assigned by management.
The essential functions listed below are representative of duties performed by this job title. Duties generally include but are not limited to the following:
Answer customer/client requests or inquiries concerning services, products, billing, equipment, claims, and reports problem areas
May be required to work in one or multiple queues/skill sets over various customer contact channels
Responsible for improving customer retention through programs and service provided to the customer
Utilize mechanized systems to initiate and complete service orders and handle customer requests
Continually maintain working knowledge of all company products, services and promotions
Make recommendations according to customer's needs on features, accessories, upgrades and rate plans
Utilize operational systems to process purchases of AT&T products and services; i.e. collections, payments, etc.
Troubleshoot technical issues related to laptops, routers, home phone, TV services, hardware and/or software
Initiate outbound calls as necessary for specific customer follow-up only
Suggest and upgrade products and services to current customers
Other duties as assigned