The DMDR Sales Support Coordinator I will use technical knowledge with a variety of sales and customer service skills to retain and maintain new subscribers within the first thirty- (30) days of the customer’s activation.

Key Responsibilities:

§ Interface with customers via telephone in order to provide a quality customer experience through assisting customers with any issues within the first 30 days of service.

§ Provide best-in-class experience to ensure customers do not cancel service.

§ Support new customers with rate plan, feature, promotion, equipment, activation, programming and technical issues.

§ Follow up with customers as necessary in order to ensure 100% customer satisfaction.

§ Maintain expert knowledge of calling plans, offers, promotions, policies and procedures across multiple regions and markets.

§ Provide consistent and accurate information to customers preventing repeat calls.

§ Ensure AT&T image is enhanced during customer conversations.

§ Access, input and retrieve information from company databases, demonstrating proficiency in the use of all information systems and applications available to service the customer.

§ Maintain working knowledge of all fulfillment processes and customer systems used by the DMDR Teams including System X, Telegence, Order Track, Compass, Clarify CRM, Clarify CMS, Snooper,

§ Effect cross-functional alignment through building and maintaining strong relationships with co-workers, management, and other AT&T departments.

§ Excellent troubleshooting, problem solving and conflict resolution skills.

§ Maintain a working knowledge of all aspects of the wireless and wireline industry.

§ Meet or exceed established performance goals.

§ Meet or exceed all Revenue Targets

§ Attend all required company and team meetings and training sessions.

§ Complete daily, weekly, and monthly paperwork as required.

§ Performs miscellaneous tasks as needed.

Qualifications/ Requirements:

§ At least 2 years of customer service or related experience.

§ Associates degree or equivalent experience preferred.

§ Customer oriented and the ability to handle difficult customers professionally.

§ Excellent verbal, written, and interpersonal skills.

§ Good organizational and time management skills.

§ Demonstrated ability to learn quickly and adapt to a rapidly changing environment.

§ Willingness to work evening shifts, weekends, holidays as well as overtime as needed.

§ Skilled in Windows-based applications, web use, e-mail, and Microsoft Office applications.

1. Assists assigned sales associated with selling all products and services at management approved pricing. Consistently achieves sales and customer service objectives.


2. Handles administrative aspects of the sale. Drive revenue by communicating the benefits of all products, services, features, plans and special offers to new existing customers as appropriate.


3. Provides World Class experience by providing information on all products, services, accessories, service features, pricing plans, roaming and data to the assigned team.


4. Report to work on time and work schedule hours. Maintain required sign on time, productivity, and quality and standards. Follow established calling guidelines and procedures provided by management.


5. Successfully completes all sales and data training programs that are identified as core curriculum within the recommended time frames.


6. Assists in special projects assigned by supervisor or other duties as assigned by management.