Business Customer Service Specialist II

at AT&T in Oklahoma City, Oklahoma, United States

Job Description

What’s in it for you? We’ll provide on-the-job paid training and resources in a supportive environment that encourages your professional growth. We also offer a competitive compensation package. Customer Service Representatives start between $16.63 and $17.63 per hour.  Works in the Business segment and with business customers as identified by the Company. Acts as an "internal help desk" for Business Customer Service Specialist 1 and possibly other employees such as but not limited to Customer Service Rep 1 and 2, also may act as "help desk" for an external customers "help desk". Provides detailed troubleshooting and education to representatives in the areas such as billing, roaming, systems, equipment and network issues/outages. Liaison with local NOC, submits trouble tickets to Technical Operations. Must be skilled in working with both voice and data products (phones, cameras, handheld devices, etc.) and possess a working knowledge of a broad range of Company products/services. Must have strong systems knowledge. Must have the ability to troubleshoot, problem solve, and educate others regarding m-Mode, OCS and data services, features, devices and applications. May troubleshoot multiple devices, lines of service, or issues (both legacy blue and orange) simultaneously, issues are highly complex. Must be able to coordinate support efforts with multiple functions (e.g., Sales, Network, and 3rd party vendors, IT, and/or Performance Mgt. Partners). May assist management with coaching and feedback to other representatives, and the Team Managers regarding other Representatives performance. Role may be responsible for working with appropriate parties to resolve systems errors that impact billing data downloading. Role may be responsible for managing the receivables for business customers who are classified as National Contracted Consolidated Billing accounts. Representatives will work with the highest revenue generating accounts. May often work in multiple systems; including 5 billing systems, with each customer interaction. Issues would include complex billing discrepancies within the systems that delay the customer from payment and create the need for reconciliation and education. Often requires interpretation and explanation of custom offers to the Customer. May be required to set up and facilitate con calls with both the Customer as well as the internal functions necessary to resolve the Customers issue (Business Sales, IT, etc.)

Excellent communication and follow-up on progress with complex issues. May be responsible for leading projects and 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:

1. Provides "internal help desk support" to Representative I level employees concerning services, voice and data products, billing, equipment, claims, and reports problem areas.
2. Provides "help desk" support to external customers "help desk".
3. Utilizes mechanized systems to initiate and complete trouble tickets.
4. Brings resolution to systems errors that impact billing database.
5. Responsible for managing receivables for Cingular's largest revenue customers.
6. Continually maintains working knowledge of all company products, services and promotions. Provides coaching and feedback if and as assigned by management.
7. Assists in training and development of Customer Service personnel


  Qualifications - External


Roles will be required to use various different systems depending on the type of work being done and will be required to have advanced knowledge of the systems beyond that of a Business Customer service Specialist 1.

• Classroom training.
• On-the-job training.
• Other as identified by management.

BCS functions currently in this job category:
• BRM-Win CD
• NBS-Product Support Rep.
• NBS-Database Exceptions (Reconciliations Rep)

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 will consider for employment qualified applicants in a manner consistent with the requirements of federal, state and local laws

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Job Posting: 2130219

Posted On: Aug 17, 2021

Updated On: Sep 15, 2021