Bilingual Representative - Customer Care - Guaynabo, Puerto Rico
AT&T - Guaynabo, PR

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1302716

Description

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.

GENERAL DUTIES

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The essential functions listed below are representative of duties performed by this job title. Duties generally include but are not limited to the following:

GENERAL ESSENTIAL FUNCTIONS WHICH ARE NORMALLY REQUIRED:
Answers 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

Utilizes 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 for Wireless bills and accessories

ESSENTIAL FUNCTIONS WHICH MAY BE REQUIRED FOR A PARTICULAR JOB:

Administer system functions on all opening, closing, and balancing procedures to according to finance guidelines

May sell and provision wireless services, products, features, equipment and accessories

May be responsible for credit/inbound and outbound collections, activations, customer service, E-services, revenue, fraud, business and technical/roaming support inquiries, and other duties as required

Perform over the counter exchanges of customer defective equipment

Ensure work area is maintained in a clean and professional environment; i.e. brochure stocks, promotion display and workstation

PHYSICAL REQUIREMENTS:
No physical requirements

Qualifications

Required Qualifications:
At least 18 years of age

Must be fluent in English and Spanish (written and verbal)

6 months experience operating a computer in Windows based environment

Availability to work a flexible schedule which includes all hours of call center operation

TESTS:
Applicants will be expected to pass any assessment associated with the position.

TRAINING:
Classroom training

On-the-job training

On-line training

SPECIAL JOB REQUIREMENTS:
Specific job assignments may require day, evening, weekend or holiday hours. Overtime may be required

One year customer service work experience preferred. Excellent communication and computer skills

Provisions listed in these Job Descriptions may be changed or modified by AT&T Mobility without prior notice at any time, at the Company's sole discretion.

AT&T is an Affirmative Action/Equal Opportunity Employer, and we are committed to hiring a diverse and talented workforce. EOE/AA/M/F/D/V

Job

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Call Center

Primary Location

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Puerto Rico-GUAYNABO

Schedule

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Full-time

Shift

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Variable

Employee Status

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Regular

Job Posting

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Jan 9, 2013, 1:00:00 AM

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Unposting Date

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Apr 8, 2013, 11:59:59 PM

Job Level

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Hourly Occupational

AT&T - 20 months ago - save job - block
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