Call Center Representative - My Wireless AT&T

Call Center Customer Retention Representative

My Wireless, an AT&T Authorized Retailer operating 47 locations throughout California, Nevada, Washington, Idaho, and Hawaii, is looking for candidates for its Customer Retention Call Center in City of Industry, CA.

 

We are seeking qualified candidates with a positive attitude, enthusiasm and good listening skills to assist us in providing extraordinary customer service to our loyal customers. The position of Customer Retention Representative requires attention to detail, teamwork and the ability to provide exceptional customer service. This position requires a strong understanding of store operations and a broad knowledge of AT&T sales information including plans, features, equipment, accessories, and corporate policies.

 

Representatives will be contacting the company’s existing customer base to notify them that they qualify to upgrade their telephone equipment and address any questions they may have. This is a “no pressure” customer service call environment.

 

Compensation

-  Hourly Wage. Higher hourly wage for previous wireless or call center experience.

-  Highly Competitive Commissions + Bonuses

-  Medical/Dental Benefits

-  Career growth potential

 

Qualifications:

-  Excellent phone skills and presence

-  Ability to build rapport and create strong relationships with customers over the phone.

-  Computer Experience – Excel and Data Entry (25+ WPM)

-  Ability to work between hours of 10 am – 8 pm, Monday-Saturday

-  HS Diploma/GED or equivalent

 

Preferred Qualifications (Candidates with the following skills will be given priority):

-  Previous experience working in an outbound customer service center

-  Relevant wireless sales experience (AT&T/Cingular experience is a huge plus)

-  Bilingual - English and Spanish

Responsibilities:

-  Maintain a professional work ethic and provide excellent customer service when interacting with customers.

-  Highly developed communication skills, both verbally and in writing, demonstrating tact, assertiveness and outstanding business acumen.

-  Ability to meet sales goals.

-  Using prospecting techniques to discover new opportunities and taking those opportunities from concept to closure.

-  Creating and maintaining solid customer relationships.

-  Ability to work in a fast paced environment, multi-task and make sound decisions.

-  Must be able to work flexible hours on a rotating schedule including evenings,
holidays and weekends.

-  Handles customer questions and inquiries with the highest degree of courtesy and professionalism to resolve customer issues.

-  Handles business transactions in connection with upgrade of existing customer accounts on a computer terminal.

-  Has broad working knowledge of AT&T practices and operations and demonstrates continued and consistent proficiency in most of the skill sets utilized within the call center.

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

-  Make recommendations according to customer’s needs on features, accessories, upgrades and rate plans.

-  Maintains call center database by entering information.

-  Specific job assignments may require day, evening, weekend or holiday hours. Occasional overtime may be required.

-  Perform any other duties required to meet departmental and company goals.