Manager-Technical Customer Service

This position requires office presence of a minimum of 5 days per week and is located in Milwaukee, Wisconsin. No relocation is offered.

About the role

Join AT&T’s Sales team and help connect customers with innovative solutions in cybersecurity, fiber, wireless, cloud, IoT, and more. Your sales expertise will drive growth and support our vision to lead the industry in connectivity, technology, and community.

The purpose of this supervisory role is to lead a team of technical customer service representatives, ensuring high-quality support and customer satisfaction through effective management, training, performance monitoring, and process improvements. This role focuses on immediate team management, task delegation, and the resolution of day-to-day issues. You will oversee daily operations, influence hiring, firing, disciplinary action, and promotional activity for subordinates.

Responsibilities

• Oversee and guide technical customer service representatives and supervisors, ensuring effective team performance through training, mentoring, and performance reviews.
• Direct and manage customer care activities to maintain high levels of customer satisfaction, providing strategic guidance and resolving complex technical issues related to high-speed data, data solutions, video, and music products.
• Track and analyze team performance metrics, implement process improvements, and ensure adherence to service level agreements (SLAs) and company standards.
• Set and enforce standards and policies for customer care technical support, manage resources, and negotiate for necessary tools and personnel to meet objectives.
• Contribute to the development of strategic plans, facilitate clear communication within the team and with other departments, and translate objectives into actionable work plans and procedures.

Requirements

• Bachelor’s degree (BS/BA) desired.
• 3+ years of related experience.

Pay

Salary range: $77,800 - $116,800 USD annually. Individual starting salary within this range may depend on geography, experience, expertise, and education/training.

Schedule

• Full-time (40 hours per week).
• Regular time type.

Benefits

• Medical, dental, and 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 (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.