Inbound Call Center Sales Representative

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.

About the role

As a Call Center Sales Representative, you’ll assist Business customers with requests, questions, and inquiries on all products and services offered. In this multi-faceted role, you’ll address a broad range of customer service call types including billing, collections, retention, service activations and changes, credits and adjustments, troubleshooting, advanced technical support, and more.

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.

Responsibilities

• Instill confidence and loyalty in customers through thoughtful listening and expert knowledge of AT&T’s products and services.
• Simplify the explanation of customer bills, rate plans, and features of AT&T’s products and services.
• Engage Tier 3 support (network and IT), third-party vendors, and suppliers as needed to address issues and provide customer resolution.
• Handle wireless local number portability (WLNP), relocations, combined bill support, after-hours inquiries, and pre-paid service.
• Troubleshoot and resolve various customer-impacting issues such as voice and data spanning multiple networks and elements.
• Keep up with changes to technology and applications to provide the best resolution for customers.
• Assist customers with the latest products and services such as air cards, USB devices, and AT&T-provided software & applications.
• Meet monthly sales goals through a consultative approach to deliver an outstanding customer experience.

Requirements

• Call center or customer service experience.
• Flexibility to work any schedule during hours of operation of 7:45 am - 7 pm Monday - Friday; specific assignments may require day, evening, weekend, or holiday hours.
• Occasional overtime may be required.
• Desire to work onsite in one of our call centers.

Pay

Call Center Sales Representatives earn $23.55 USD per hour plus an additional 300% (capped) on commissions if all sales goals are met or exceeded. Individual starting salary within this range may depend on geography, experience, expertise, and education/training.

Schedule

• Full-time position (40 hours/week).
• Set schedule including breaks, lunches, and scheduled open time to ensure availability to answer customer calls.

Benefits

• Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available), and AT&T home phone.
• Tuition reimbursement program.
• Paid time off and holidays: 1 week of PTO after 6 months, 2 weeks after the first year, plus at least 6 company-designated holidays. Additional PTO based on bargaining group.
• Paid parental leave.
• Medical, dental, and vision coverage.
• 401(k) plan.
• Additional sick leave beyond state and local requirements (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.
• Paid training and resources to encourage career growth.

Location: Charlotte, North Carolina