Overall Purpose: Directs and manages a team of Customer or Business Services Representatives who are responsible for the day-to-day customer service issues requests which may include any of the following: new or additional services, answering customer billing and service inquiries, provisioning and maintenance, complaints, escalations, problem resolution, sales, adjustments, service order issuance inquiries and validation of service order accuracy.
Key Roles and Responsibilities:
Ensures professional and courteous representatives provide basic customer service with the objective of extending contacts; may include presales and post sales service to customers.
Plans, directs, supervises, and evaluates workflow.
Responsible for the day-to-day application of organizational policies and procedures; administers company policies that directly affect subordinate employees; and responsible for achieving revenue and customer service objectives.
Coordinates work activities to achieve the volume expected to meet operational requirements; recognizes and recommends operational improvements.
May perform internal audits and review customer records to ensure accuracy and timely responses.
Monitors performance of staff members according to monitoring standards, approves special price concessions, quotes, bid allowances, or adjustments.
Manages and promotes customer retention management (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy.
Directs the flow of the operation and determine how to fix problems as they arise; responsible for training, evaluating and managing performance evaluations of direct reports.
Influences decisions regarding the hiring, firing, disciplinary action, promotional activity, and pay decisions for subordinates.
Experience: Typically requires 2 to 5 years relevant experience in area of responsibility.
Supervisory: Yes.
Location: Evansville, Indiana
Relocation assistance is not available.
Ready to work 3-5 days in the office per week.
Our Customer Service Manager earns between $64,200 - $96,400 USD. Not to mention all the other amazing rewards that working at AT&T offers. Individual starting salary within this range may depend on geography, experience, expertise, and education/training.
Joining our team comes with amazing perks and benefits:
Medical/Dental/Vision coverage
401(k) plan
Tuition reimbursement program
Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
Paid Parental Leave
Paid Caregiver Leave
Additional sick leave beyond what state and local law require may be available but is unprotected
Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone
A career with us, a global leader in communications and technology, comes with big rewards. As part of our team, you’ll lead transformation surrounded by trailblazing industry leaders like you. You’ll be empowered to go above and beyond – making a difference through company-sponsored initiatives or connecting and networking through one of our many employee groups. And regardless of where you’re at in your career trajectory, you’ll be rewarded by the impact that comes with making a difference in the lives of millions. With AT&T, you’ll be a part of something greater, do incredible things and be rewarded with a chance to change the world.
Ready to join the team? Apply today!
Weekly Hours:
40
Time Type:
Regular
Location:
Evansville, Indiana
Salary Range:
$64,200.00 - $96,400.00
It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities.
JobCategory:CallCenter
Seniority level
Not Applicable
Employment type
Full-time
Job function
Other
Industries
IT Services and IT Consulting, Wireless Services, and Telecommunications
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