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Customer Service Representative

Evansville, Indiana

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support

Join us and find endless ways to connect to our customers while moving the world forward.

Credit & Collections

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As a Representative in a Credit & Collections Call Center, you’ll take a lead in keeping our customers connected. You will deliver a positive experience while working with customers to bring their overdue accounts current. Providing top-notch customer service with empathy and innovative solutions is what will deliver the answers our customers need – while also delivering a best-in-class experience.

Customer Service

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As a Customer Service Representative, you’ll be part of a team of professionals dedicated to assisting customers with billing issues, technical questions, or just providing general help regarding their service. You’ll accomplish all of this using various tools and systems, as well as through your research savvy and resolution skills.

Loyalty (Retention)

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As a Representative in a Loyalty Call Center, you’ll use an empathetic ear to deliver strong conflict resolution and relationship building skills to retain our valued customers. You will use your talents to offer customized solutions and transform a frustrated exchange to a best-in-class customer experience.

Sales

Headset

As a Representative in a Sales Call Center, you’ll take the lead at the front-line of our company by identifying sales opportunities and offering customized solutions — all while providing excellent service for millions of customers. Your expert recommendations will ensure customers get the most out of the technology they love.

Technology Support

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As a Representative in a Technology Support Call Center, you’ll know your way around the technical landscape. Get ready to deliver best-in-class service while helping customers get the most out of the technology they love. A positive attitude and a desire to stay up-to-date on the latest devices and technology will prepare you to provide innovative solutions to meet customer’s needs.

Credit & Collections Representative

Customer Service

Loyalty (Retention)

Sales

Technology Support

Call Center

Use your customer service skills to give people the power to connect.

Call Center

Hold the phone — this will be huge. You’ll be the voice of a global company. What’s on the line? The chance to put your customer service skills to work and endless opportunities for your career.

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You Are

  • Calm under pressure
  • Have a solution-oriented mindset
  • Tech savvy and open to learning about new tech
  • A clear and effective communicator
  • Able to maintain a positive mindset
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You're
Ready To

  • Attend 6-8 weeks worth of training
  • Be flexible with schedule based on business demand
  • Up-sell AT&T products and services with enthusiasm and persuasion
  • Always put customers first
Male employee with headset on looking at a smartphone

You'll Bring

  • A high school diploma or have earned your GED
  • A willingness to develop your customer service/sales skills
  • Familiarity with Windows computers
Female employee with headset on and smiling

You Are

Male employee with headset on and smiling

You're Ready To

Male employee with headset on looking at a smartphone

You'll Bring

Job Overview

Job Description:

Don’t miss this rare opportunity to jump-start your sales career. Interview with us in person at our upcoming open recruiting session in Evansville, IN. Come dressed in your best and show why you’re a perfect fit for #LifeAtATT!

Date: Wednesday, May 15th 2024

Time: 9 AM- 4 PM

Location: 5101 VOGEL RD, FLOOR 1, EVANSVILLE, IN, 47715.

$19.61/hr and No Weekends!​

This is your opportunity to be the voice of AT&T – a global leader in communications and technology. As a member of our team, you’ll redefine customer service, creating meaningful connections with each customer. Every interaction is an opportunity to introduce the latest technology, services and offers. While you drive to meet your daily and monthly sales goals, you’ll help our customers stay connected to what matters the most. How you’ll make an impact in this multi-faceted role, you’ll be trained to address a broad range of customer service call types including, collections, retention, sales channel coordination, billing and adjustments and advanced technical support. You’ll use creative problem-solving skills to address complex customer questions and concerns while navigating between multiple tools and systems to update customer accounts and maintain records. Your goal will be to provide effective and timely resolutions for customers and deliver personalized recommendations for our latest products and services. Your consultative approach will help you meet monthly sales goals and to ultimately deliver an outstanding customer experience.

What your day-to-day will look like:

- You’ll instill confidence and loyalty in the customers through thoughtful listening, utilizing your knowledge of AT&T’s products and services to effectively service and retain customers.

- You’ll be an expert at simplifying the explanation of customer bills, rate plans, and features of AT&T’s products and services.

- You’ll support customers with credit/inbound and outbound collections, activations, customer service, E-services, revenue, fraud, business and technical/roaming support inquiries, and other duties as required.

- You’ll also engage Tier 3 support (network and IT), third party vendors and suppliers as needed to address issues, service faults and provide customer resolution.

- With your vital knowledge, you’ll handle wireless local number portability(WLNP), relocations, combined bill support, after hours inquiries and pre-paid service.

- You'll use your problem-solving skills to troubleshoot and resolve various customer-impacting issues such as voice and data, that span multiple networks and elements. You'll need to keep up with changes to technology and applications, so you can provide the best resolution for the customer.

- Get customers up and running with the latest products and services such as air cards, USB devices, as well as AT&T-provided software & applications. - In this full-time position (40 hours/week) you’ll work a set schedule including breaks, lunches and scheduled open time to ensure availability to answer the customer’s call and provide exceptional service.

What you can look forward to:

- Paid training you’ll complete from in-center and home, and additional resources to support you. Our Premier Service Consultant earn [$40,794 yearly] / [$19.61 hourly] + additional incentives. 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

- Adoption Reimbursement

- Disability Benefits (short term and long term) - Life and Accidental Death Insurance - Supplemental benefit programs: critical illness/accident hospital indemnity/group legal

- Employee Assistance Programs (EAP) - Extensive employee wellness programs - 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.

What we’re looking for:

- Call center or customer service experience

- Flexibility to work any schedule during hours of operation is essential. Specific job assignments may require day, evening, weekend, or holiday hours. Occasional overtime may be required.

- Desire to work onsite in one of our call centers. Career possibilities are limitless with AT&T. You will have the chance to round out your experience with training on the latest technology, devices and our entire lineup of products, services and promotions. If you’re ready to take the lead as the voice of AT&T, we’d love to hear from you! #connectourcustomers .

JOB DESCRIPTION :

The Premier Service Consultant assists customers with questions and concerns on all products and services offered by the Company through research and resolution using various tools and systems. Handles telephone and face-to-face customer contacts. Coordinates with all sales channels for retention efforts on existing customer base. May sell products and services offered by the Company. May resolve inquiries received via telephone, e-mail, e-care, correspondence, TTY, and on-line chat. Customer interaction may result from direct calls from customers, transferred callers or the resolution of trouble tickets. Responsibilities within the Premier Service Consultant role also include those that require additional training in other areas within the broad duties of general customer care once competency has been demonstrated. By way of example, these may include but are not limited to sales, saves, high value customers, billing and adjustment teams, advanced technical support, and/or collections work. Exhibits in-depth knowledge of all products, services, rate plans, feature bundles, and offers to provide best solution options and totally resolve customer issues. Develops a proven track record of resolving issues and retaining customers. Performs other duties as assigned by management.

It is critical & significant to recognize & provide for the following:

- The AT&T environment is constantly evolving to meet customer and competitive demands and will continue to do so; we need the flexibility to evolve with it. - Customer interactions that are viewed as requiring “specialized” skills today may be mainstreamed tomorrow as we continue to drive tools and technology to enable first call resolution at the frontline.

- Training content, call types and responsibilities may change over time at the discretion of the company as the business evolves and our technology & tools advance.

- Continued investment will be made in the self-service options we provide to our customers, eliminating the need for the customer to call in for service and allowing customers to self-service in additional areas.

GENERAL ESSENTIAL FUNCTIONS WHICH ARE NORMALLY REQUIRED:

The essential functions listed below are representative of duties performed by this job title. Duties generally include but are not limited to the following:

- Answers customer/client requests or inquiries concerning services and products and reports problem areas.

- Utilizes various systems and tools to initiate to assist and service customers.

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

- Make recommendations according to customer’s needs.

- Utilizes operational systems to process purchases of all products and services.

- Handles inquiries from customers related to billing, rate plans, features and services, network, coverage, handsets & devices, accessories, repair & troubleshooting, credits & adjustments, etc.

- Handles credit checks,service activations and changes, and receivables management/collections

- May sell all services and products offered by the Company; handles inquiries on data products, services, billing and troubleshooting.

- May handle WLNP, relocations, combined bill support, after hours inquiries, pre-paid service.

- Troubleshoots and resolves customer impacting issues such as but not limited to voice & data issues that span multiple networks and interdependent network elements, considering network conditions, connectivity, devices, applications, provisioning and billing. (Note: The skill and knowledge required will change with technology and application innovations.)

- Provides support for products and services offered by the Company.

- Assists customers with products and services such as but not limited to laptop connect services including air cards, USB devices, initial set-up, configuration of AT&T provided software & applications.

- Handles less routine & repetitive matters and more complex troubleshooting scenarios.

- Identifies, tracks & trends issues to assist in root cause elimination.

- Proactively engages T3 support (network and IT) to address & resolve issues.

- Engages third party vendors and suppliers as needed to address service faults & provide customer resolution.

- Remains proficient in all billing, rate plan and feature matters.

- Able to communicate effectively, both verbally and in writing.

ESSENTIAL FUNCTIONS WHICH MAY BE REQUIRED FOR A PARTICULAR JOB:

- Perform over the counter exchanges of customer defective equipment.

- Administer system functions on all opening, closing, and balancing procedures according to finance guidelines.

- May be responsible for credit/inbound and outbound collections, activations, customer service, E-services, revenue, fraud, business and technical/roaming support inquiries, and other duties as required.

- Ensure work area is maintained in a clean and professional environment; i.e. brochure stocks, promotions display and workstation.

- Handles executive escalations to the office of the president as well as any other escalation as directed by management.

- Handles regulatory escalations.

- Demonstrates proficiency in all billing and technical matters to efficiently assist customers & resolve the escalation.

- Coordinates effectively with other departments as needed to resolve customer issue.

- Communicates effectively and timely to regulatory agencies as required per service level agreements.

PREFERRED QUALIFICATIONS:

- At least one year customer service experience preferred.

- Call Center experience preferred.

- Advance Typing/keyboarding skills preferred.

SPECIAL JOB REQUIREMENTS:

- Specific job assignments may require day, evening, weekend or holiday hours.

- Occasional overtime may be required.

PHYSICAL REQUIREMENTS:

No physical requirements.

BASIC QUALIFICATIONS TESTS:

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

TRAINING:

- Handles executive escalations to the office of the president as well as any other escalation as directed by management.

- Handles regulatory escalations.

- Demonstrates proficiency in all billing and technical matters to efficiently assist customers & resolve the escalation.

- Coordinates effectively with other departments as needed to resolve customer issue.

- Communicates effectively and timely to regulatory agencies as required per service level agreements.

Weekly Hours:

40

Time Type:

Regular

Location:

Evansville, Indiana

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.



Job ID R-20338 Date posted 04/19/2024
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Benefits

Invested in your satisfaction and continued success.

We take care of our own here (hint: that could be you). Our benefits and rewards mean we cover some of your biggest needs with some of the coolest offerings. We already think we’re a pretty great place to work. We’re just trying to rack up some bonus points.

Let’s start with the big one: Your work gets rewarded with competitive compensation and benefits. It really does pay to be on our team.

Compensation

When it comes to priorities, we know family tops the list. For the moments that matter the most, you'll be there for them, and we'll be here for you.

Family Leave

Paid Time Off

Our people have class. Literally. We can help you out on approved education costs with our tuition assistance plan.

Tuition
Assistance

Here’s another reason to breathe easy: You and your family get access to excellent medical, dental and vision insurance options.

Insurance Options

Wanna make your friends really jealous? You’ll get discounted access to the latest and greatest AT&T products and services — plus other awesome items, like tickets to live events.

Discounts

You strike us as an over-achiever (don’t worry, it’s a compliment). Our training and development programs are your ticket to expert status in your job.

Training & Development

When the day comes that you get some much needed R&R (not that you’d ever want to leave #LifeAtATT) you’ll know your future is set with the AT&T Retirement Savings Plan (ARSP).

Savings

Give back to your community and connect with colleagues through social and team-building events, and annual paid time off for volunteer efforts of your choice.

Community & Team Events

Wellness resources and incentives to help you prioritize your health and wellbeing and be your best self inside and outside of work.

Total Wellbeing

Applying?
Here’s what to expect.

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  • Pass assessment

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  • First attempt

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    If you don't pass on your first attempt, you'll be eligible to retake your assessments after 6 months.

  • Interview

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One

Review this page and make sure this role is what you would expect

Two

Complete online application

Three
Complete the assessment

Want an idea of what will be on the assessment? You can prepare by taking a look at our study guides:

Call Center Virtual Job Tryout
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Interview – check your email for updates

Five

Conditional job offer

Six

Background check

Seven

Congratulation and welcome to AT&T!

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