Experienced Hybrid Customer Service Representative - Collections Specialist for a Leading Telecommunications Company

Introduction to Our Company

At AT&T, we are a global leader in communications and technology, dedicated to connecting people to what matters most. Our company has a rich history of innovation and a strong commitment to delivering exceptional customer service. As a member of our team, you will have the opportunity to be part of a dynamic and fast-paced environment that values diversity, inclusivity, and employee growth. We are seeking a highly skilled and motivated individual to join our team as a Customer Service Representative - Collections Specialist, working in a hybrid role that combines the flexibility of remote work with the structure of in-center work.

Job Overview

In this exciting role, you will be the voice of AT&T, creating meaningful connections with customers and helping them to stay connected to what matters most. As a Collections Specialist, you will be responsible for providing billing support, performing collections management, and recovering past due account balances while upholding our commitment to delivering excellent service and fostering customer loyalty. You will work in a fast-paced environment that handles a high volume of customer interactions, including calls, chats, emails, and other types of communication.

Key Responsibilities

• Provide exceptional customer service, creating meaningful connections with customers and helping them to stay connected to what matters most
• Offer billing support and perform collections management to recover past due account balances and retain customers
• Use effective communication and interpersonal skills to assist customers with sensitive billing situations, negotiate payment arrangements, and process payment transactions
• Instill confidence and loyalty in customers through thoughtful listening and utilizing knowledge of AT&T's products and services to effectively service and retain customers
• Simplify the explanation of customer bills, rate plans, and features of AT&T's products and services
• Process customer payments and utilize negotiation skills to set up payment arrangements and collect balances on delinquent accounts in accordance with applicable laws, guidelines, and procedures
• Support customers with credit/inbound and outbound collections, activations, customer service, E-services, revenue, fraud, business, and technical/roaming support inquiries, and other duties as required

Essential Qualifications

To be successful in this role, you will need to have:

• Call center or customer service experience, with a strong ability to adapt in a dynamic, fast-paced environment that caters to a variety of customer situations
• Flexibility to work any schedule during hours of operation, including day, evening, weekend, or holiday hours, with occasional overtime required
• Ability to maintain a professional demeanor in stressful situations and defuse difficult customer situations
• Strong communication and interpersonal skills, with the ability to effectively communicate with customers and internal stakeholders
• Basic computer skills, with the ability to navigate multiple systems and applications

Preferred Qualifications

While not required, the following qualifications are preferred:

• Previous experience in a collections or billing role, with a strong understanding of collections management and billing processes
• Knowledge of AT&T's products and services, with the ability to effectively communicate the value and features of our offerings
• Experience working in a hybrid or remote work environment, with the ability to self-motivate and work independently
• Strong analytical and problem-solving skills, with the ability to analyze customer issues and develop effective solutions

Skills and Competencies

To be successful in this role, you will need to possess the following skills and competencies:

• Strong communication and interpersonal skills, with the ability to effectively communicate with customers and internal stakeholders
• Ability to work in a fast-paced environment, with a strong ability to adapt to changing situations and priorities
• Strong analytical and problem-solving skills, with the ability to analyze customer issues and develop effective solutions
• Ability to maintain a professional demeanor in stressful situations, with a strong ability to defuse difficult customer situations
• Basic computer skills, with the ability to navigate multiple systems and applications

Career Growth Opportunities and Learning Benefits

At AT&T, we are committed to the growth and development of our employees. As a Customer Service Representative - Collections Specialist, you will have access to a wide range of training and development opportunities, including:

• Paid training, which you will complete from home, to help you develop the skills and knowledge you need to be successful in your role
• Ongoing coaching and feedback, to help you continue to grow and develop in your role
• Opportunities for advancement, with a clear career path and opportunities for professional growth and development
• Access to a wide range of training and development programs, including leadership development, technical skills training, and soft skills development

Work Environment and Company Culture

At AT&T, we are committed to creating a positive and inclusive work environment that values diversity, inclusivity, and employee growth. As a Customer Service Representative - Collections Specialist, you will be part of a dynamic and fast-paced team that is dedicated to delivering exceptional customer service. Our company culture is built on a foundation of respect, integrity, and teamwork, and we are committed to creating a work environment that is engaging, challenging, and rewarding.

Compensation, Perks, and Benefits

As a Customer Service Representative - Collections Specialist at AT&T, you will be eligible for a wide range of compensation, perks, and benefits, including:

• Competitive salary, with a range of $18.07 - $19.47 per hour, depending on experience and location
• Additional incentives, including bonuses and commissions, for meeting or exceeding performance targets
• Comprehensive benefits package, including medical, dental, and vision coverage, as well as a 401(k) plan and tuition reimbursement program
• Paid time off and holidays, with a minimum of 23 days of vacation per year and 9 company-designated holidays
• Opportunities for advancement, with a clear career path and opportunities for professional growth and development

Conclusion

If you are a motivated and customer-focused individual who is looking for a challenging and rewarding role, we encourage you to apply for the Customer Service Representative - Collections Specialist position at AT&T. With a competitive salary, comprehensive benefits package, and opportunities for advancement, this role offers a unique opportunity to grow and develop your career while making a meaningful contribution to our team. Apply today to take the first step towards an exciting and rewarding career with AT&T!

How to Apply

To apply for this role, please submit your application through our website. We look forward to reviewing your application and discussing this opportunity further with you.