AT&T Customer Service Assistant -Louisville, KY

Status : Full Time, Temporary/Contract/Project Job Category : Customer Support/Client Care Reference Code: : 0804876 AT&T Customer Service Assistant -Louisville, KY We're the new AT&T, one of the largest telecommunications companies in the world.Responsibilities may include but are not limited to the following: 1. Based on analysis provided via mechanized resolution system, screens and resolves customer problems and trouble reports. Advises of action to be taken, gathers pertinent information for resolving customer troubles, follows system testing to resolve problem or routes to appropriate center for clearing. 2. Explains the nature of the problem to the customer in non-technical terms, drawing on a basic knowledge of network elements, trouble conditions, and equipment failures. 3. Explains feature and service operation procedures, documents customer's complaint, and enters trouble report into mechanized system. 4. Negotiates and escalates commitment time if problem is not resolved during initial contact to meet customer expectations. Will perform after hours call-outs when necessary to expedite the repair function. 5. Assists customers with complaints and special requests. 6. Deals with customers who may be irate or difficult. Strong skills in courtesy and pleasant tone of service are required in handling these contacts. 7. Provides customer/repair record information to internal company organizations as it relates to information distribution, network, security, and Emergency 911 contacts. 8. Operates an input/output terminal, using standard keyboard, or other device, to receive and enter analyzed trouble reports from computer based records system. Must have knowledge to access various system databases. Candidates must meet the following minimum qualifications. Testing: See Non-Management Job Title Test Matrix and Test Study Guides (www.asisvcs.com/bellsouth/testtips.html)Training: The following must be satisfactorily completed for title retention: On-the-job and/or classroom training as required. CR850 or CV411 CSA Initial Training.Other Requirements: Satisfactory performance and attendance in present job. Satisfactory completion of a background investigation. GENERAL WORKING CONDITIONS/PHYSICAL REQUIREMENTS Successful candidates require the ability to: Work various scheduled tours including split tours, day, evening and night covering Sunday through Saturday with overtime, call-outs and holiday work as required. Tour length will be 8 hours.Work in a controlled environment handling incoming telephone contacts with customers. Must wear a headset while performing functions. Must be comfortable with working on a computer while talking on the phone and have good communication skills.ADDITIONAL FACTORS TO BE CONSIDERED Previous training or experience in this area.Ability to speak a second language in some assignments.Individuals holding this job title may be required to perform the above job duties with or without "reasonable accommodations."