Customer Service RepresentativeRetention (Hybrid) – Amazon Store

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About the position

Responsibilities

• Provide solutions to prospective and existing customers to optimize their service experience.
• Handle new service requests and assist customers with the latest voice, internet, wireless plans, and devices.
• Address existing customer needs including billing, payment, plan changes, upgrades, and technical support.
• Identify upsell opportunities and recommend the latest technology, services, and offers to customers.
• Work in a fast-paced inbound contact environment handling a high volume of calls, chats, and emails.
• Use multiple tools and systems to resolve service, billing, and payment inquiries while maintaining customer records.
• Simplify explanations of customer bills, rate plans, and features of AT&T's products and services.
• Perform basic troubleshooting and engage Tier 3 support for complex customer issues.

Requirements

• High school diploma or GED equivalent.
• Willingness to develop customer service and sales skills.
• Familiarity with Windows computers.
• Ability to maintain a positive mindset and be calm under pressure.
• Strong communication skills and a solution-oriented mindset.

Nice-to-haves

• Previous call center or customer service experience.
• Flexibility to work any schedule during hours of operation, including evenings, weekends, and holidays.

Benefits

• Medical/Dental/Vision coverage
• 401(k) plan
• Tuition reimbursement program
• Paid Time Off and Holidays (at least 23 days of vacation each year and 9 company-designated holidays)
• Paid Parental Leave
• Adoption Reimbursement
• Disability Benefits (short term and long term)
• Life and Accidental Death Insurance
• Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
• Employee Assistance Programs (EAP)
• Extensive employee wellness programs
• Employee discounts up to 50% off on eligible AT&T mobility plans and accessories.

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