Customer Service (in-coming call center)Current Employer:
AT&TYears of Experience:
High School DiplomaOther Relevant Work Experience:
Customer Service, Clerical, Microsoft applications, Windows.Salary:
See the PayScale Research Center for median customer service rep salaries
Inbound Call Center Jobs – Customer Service Job Description
Customer service is an important job. Whether it's a cell phone that stopped working, a lost credit card, or a computer glitch, we've all needed help from a customer service representative at one time or another. Call center reps often handle calls from frustrated customers - sometimes multiple times in a given day. While this can be difficult even for skilled representatives, the following Salary Story explains that resolving problems for customers can also be rewarding. In this interview, an AT&T inbound call center representative provides a detailed customer service job description and explains some favorite - and least favorite - aspects of the job. Keep reading to get some insider tips on how to succeed in this challenging job.
PayScale: What is a customer service representative job description?
This is my actual job description: Handles customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution. Offers alternative solutions where appropriate with the objective of retaining customer's business. Handles business transactions in connection with activation of new customer accounts on a computer terminal. Communicates with customers using web-based tools and demonstrates the associated proficiency in typing and grammar. Makes financial decisions to protect/collect revenues and adjusts customer accounts. May be required to achieve a sale quota. 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 Host Call Center. May assist management with scheduling and tracking of the workforce and vacation schedules in accordance with set Company guidelines and requirements. May assist in training new employees. Performs other duties as assigned by management.
General Essential Functions Which are Normally Required: 1. Answers customer/client requests or inquiries concerning services, products, billing, equipment, claims, and reports problem areas. 2. May be required to work in one or multiple queues/skill sets over various customer contact channels. 3. Responsible for improving customer retention through programs and service provided to the customer 4. Utilizes mechanized systems to initiate and complete service orders and handle customer requests. 5. Continually maintain working knowledge of all company products, services and promotions. 6. Make recommendations according to customer’s needs on features, accessories, upgrades and rate plans. 7. Utilize operational systems to process purchases of AT&T products and services; i.e. collections, payments for Wireless bills and accessories.
PayScale: How did you get started in customer service?
Took a typing class in high school. Worked as an administrative specialist for 20 years in the US Army. Enjoyed working with others, working in an office environment.