1+ months

Service Representative Customer Relations

Atlanta, GA 30309
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**Overall Purpose** : The Service Manager Customer Relations role will be the key customer contact owning responsibility for the entire customer experience in area such as; provisioning, billing, maintenance and customer education.


**Key Roles and Responsibilities** :


+ Acts as customer point of contact for management of service issues .

+ Collaborates with sales, network, operations, and affiliates to develop customer specific action plans to address service issues and or billing escalations, develop service agreements and provide reports/tools to measure performance-based on those agreements.

+ Interacts with customers prior to and or after sale to develop and maintains positive customer relations.

+ This position is held accountable for resolving customer issues to ensure customer satisfaction on a 24 x 7 basis.

+ Position has independent authority to escalate to whatever level as necessary to expeditiously resolve customer complaints.

+ Uses online tools to extract, analyze and customize data for stewardship reports that include provisioning, maintenance and billing items.

+ Analysis of performance data drives the actionable items to support customer need, including development of programs to minimize churn.

+ Responsible for bringing resolution to issues, engaging other depts. as necessary and being champion for status reports back to customer.

+ Uses various systems to troubleshoot problems and determines possible resolution or department to refer problem to.

+ Promote use of on-line servicing and billing tools with the customers as an alternative approach to resolve customer issues.

+ Educate customer on use of servicing tools.

+ Oversees the implementation of customer projects which fall outside for the National Project Management scope by developing a written project plan to matrix- manage the project across applicable Centers of Excellence.


**Education:** Bachelor's degree preferred


**Experience:** 1-3 years related experience preferred


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: 2021-08-16 Expires: 2021-11-01
Sponsored by:
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Service Representative Customer Relations

AT&T
Atlanta, GA 30309

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