Customer Service Representative--ATN
Alltel - Little Rock, AR

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General Summary:

The focus of a Customer Service Representative in an ATN call center environment is first and foremost to provide a high quality customer experience on each customer interaction. An ATN CSR must appropriately engage and connect with each customer on a personal level to create a great customer service experience.

Essential Job Duties and Expectations:
  • Resolve customer service inquiries and concerns regarding our products and services (bills, coverage area, promotions, store locations and hours, etc.)
  • Trouble shoot complex billing issues, rerates, network issues and equipment matters
  • Ownership of escalated calls
  • Offer end to end solutions for customers with complex technical issues
  • Increase customer satisfaction by offering alternative solutions and products
  • Retain customers inquiring about canceling service
  • Gain and maintain product/service knowledge
  • Recognize, document and alert the supervisor of trends in customer calls
  • Sell product features and accessories
  • Assist in special projects and other duties as assigned
  • Minimum key performance indicators must be achieved

Minimum Requirements:
  • Excellent telephone communication skills
  • Ability to focus on each individual customer
  • Ability to demonstrate successful negotiation skills
  • Good defusing techniques for difficult situations
  • Ability to work in a fast pace environment, multi-task and make sound decisions
  • Ability to use proper discretion in evaluating/elevating customer issues
  • Be a team player with a positive attitude
  • Ability to appropriately engage customer
  • PC skills (Windows), 10-key and keyboarding skills
  • Displayed proficiencies with wireless networks and network data elements, voicemail platforms, Blackberry support, DNS Protocols, Security Firewalls
  • Must be able to work holidays and weekends. Also, overtime may be required
  • Ability to meet goals

Desired Qualifications:
  • 1 year of customer service and/or technical support experience
  • High School diploma or equivalent
  • Experience in a Technical Support or Data Technical Support call center
  • Certification in related applications (A+, Microsoft, Blackberry Support)
  • Comprehension of wireless industry products and services

Skills Required



Alltel - 15 months ago - save job - block
About this company
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Alltel is a customer-focused communications company with more than 15 million customers in 36 states and nearly $10 billion in annual...