About the Company
AT&T Inc. is a multinational conglomerate holding company. It is the world’s largest telecommunications company and the largest provider of mobile telephone services in the United States. AT&T is committed to connecting people to their world everywhere they live and work. We value innovation, customer satisfaction, and a diverse workforce dedicated to excellence. Join a team that’s building the future of connectivity.
Job Description
As a Remote Online Complaint Resolution Agent at AT&T, you will be a critical part of our customer success team, dedicated to resolving complex customer complaints received through various online channels. This role requires exceptional problem-solving skills, empathy, and the ability to communicate effectively in writing. You will investigate issues, collaborate with different departments, and provide comprehensive solutions to ensure customer satisfaction and loyalty. This is a 100% remote position, allowing you to work from the comfort of your home.
Key Responsibilities
- Investigate and resolve complex customer complaints received via email, social media, forums, and other online platforms.
- Communicate clearly, concisely, and empathetically in written form to address customer concerns and provide solutions.
- Collaborate with internal teams (e.g., technical support, billing, sales) to gather information and facilitate resolution.
- Document all customer interactions and resolutions accurately in our CRM system.
- Identify trends in customer complaints and provide feedback to management for process improvement.
- Adhere to company policies, procedures, and service level agreements (SLAs) for complaint resolution.
- Maintain a high level of product and service knowledge to effectively assist customers.
- Handle sensitive customer information with discretion and maintain confidentiality.
Required Skills
- Excellent written communication and grammar skills.
- Proven ability to de-escalate difficult customer situations.
- Strong analytical and problem-solving abilities.
- Proficiency with CRM software and online communication tools.
- Ability to work independently and manage time effectively in a remote environment.
- High-speed internet connection and a dedicated home office space.
- Minimum 2 years of experience in customer service or complaint resolution.
Preferred Qualifications
- Bachelor's degree in Communications, Business, or a related field.
- Experience in the telecommunications industry.
- Familiarity with social media management and online community platforms.
- Bilingual proficiency (English and Spanish).
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- 401(k) retirement plan with company match.
- Paid time off and holidays.
- Employee discounts on AT&T products and services.
- Remote work flexibility.
- Opportunities for professional development and career advancement.
- Employee assistance program.
How to Apply
Interested candidates are invited to submit their application by clicking the "Apply Now" button below. To ensure your application is considered, please include the following:
- A current resume
- A cover letter outlining your suitability for the role and your motivation for applying.
We review applications on a rolling basis and will contact shortlisted candidates for an interview.
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