18 days old

Business Customer Service Specialist II

Paramus, NJ 07652
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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 support external customers in this manner. 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 Cingulars largest revenue customers

6. Continually maintains working knowledge of all company products, services and promotions.

7. Provides coaching and feedback if and as assigned by management.

8. Assists in training and development of Customer Service personnel.





Applicants will be expected to pass any assessments or tests associated with the position.


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.






NBS-Database Exceptions (Reconciliations Rep)

NBO-SPS (Sustainment and Production Support)

NBO- Mobility Contract Implementation (On boarding)

NBO-Select eTeam

NBS-Select Voice

NBS-WAWF (Wide Area Work Force)


Classroom training

On-the-job training

Other as identified by management

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
We expect employees to be honest, trustworthy, and operate with integrity. Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status.
Posted: 2021-06-04 Expires: 2021-07-04
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Business Customer Service Specialist II

Paramus, NJ 07652

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