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About AT&T – A Global Leader Shaping the Future of Connectivity
AT&T stands at the forefront of communications, technology, and entertainment, delivering innovative solutions to millions of customers worldwide. From high‑speed fiber internet to cutting‑edge wireless devices, the company’s mission is to keep people connected to what matters most. As part of AT&T’s expansive network, our call‑center teams are the human voice behind the brand—building trust, solving problems, and introducing the latest services that enhance everyday life. If you thrive in a fast‑paced, technology‑driven environment and want to make a tangible impact on customer loyalty, this is the place to start your career journey.
Why This Role is Different – The “Hybrid” Advantage
The Remote Premier Service Consultant position blends the energy of an on‑site call center with the flexibility of work‑from‑home (WFH) days. You’ll spend three to four days each week at our modern Orlando hub (12150 Research Parkway) and one to two days connecting from a dedicated home office. This hybrid model equips you with the best of both worlds: collaborative team dynamics, real‑time coaching, and the comfort of a personalized workspace.
Key Responsibilities – Your Daily Impact
- Customer Retention Champion: Engage customers who are considering downgrades or cancellations, uncover their pain points, and present solution‑focused options that showcase the value of AT&T’s portfolio.
- Consultative Sales: Introduce new devices, service bundles, and promotional offers that align with each customer’s lifestyle, driving incremental revenue while maintaining satisfaction.
- Multi‑Channel Communication: Handle high‑volume inbound interactions across phone calls, live chat, and email, ensuring every touchpoint reflects professionalism and empathy.
- Technical Troubleshooting: Diagnose basic connectivity, billing, and account issues; when necessary, escalate to Tier 3 specialists for complex network problems spanning internet, voice, and data services.
- Data Accuracy & System Management: Maintain up‑to‑date customer records in AT&T’s CRM platforms, documenting interactions, resolutions, and next‑step actions with precision.
- Cross‑Functional Skill Development: Participate in cross‑training opportunities covering collections, advanced technical support, and sales channel coordination to become a well‑rounded service consultant.
- Performance Metrics: Meet and exceed monthly retention targets, average handle time (AHT) goals, and quality assurance standards while delivering a consistent, high‑quality customer experience.
Essential Qualifications – What We Need From You
- Minimum of 1 year experience in a call‑center, customer service, or sales environment.
- Demonstrated ability to handle a flexible schedule, including evenings, weekends, and holidays as business needs dictate.
- Proficiency with multiple computer applications and CRM tools; comfort navigating complex software interfaces.
- Excellent verbal and written communication skills, with a talent for translating technical jargon into clear, customer‑friendly language.
- Strong problem‑solving aptitude and a calm, solution‑focused demeanor when de‑escalating challenging situations.
- Reliable high‑speed internet connection and a dedicated, quiet home workspace that meets AT&T’s WFH standards.
Preferred Qualifications – Extras That Set You Apart
- Previous experience in telecommunications, broadband, or mobile‑device sales.
- Certification or training in conflict resolution, customer experience (CX) frameworks, or sales methodologies such as SPIN or Challenger.
- Familiarity with AT&T product lines, plans, and promotions.
- Ability to speak a second language (Spanish, Mandarin, etc.) to serve AT&T’s diverse customer base.
- Track record of exceeding retention or sales quotas in a high‑volume environment.
Core Skills & Competencies for Success
- Active Listening: Capture the nuances of each customer’s concerns and tailor solutions accordingly.
- Empathy & Patience: Build rapport quickly, showing genuine care for the customer’s situation.
- Time Management: Prioritize tasks while maintaining quality during high‑call‑volume periods.
- Adaptability: Thrive amid rapidly changing product launches, policy updates, and technology shifts.
- Analytical Thinking: Use data from CRM dashboards to identify patterns, anticipate objections, and pre‑empt churn.
- Team Collaboration: Share best practices with peers, seek coaching, and contribute to a supportive call‑center culture.
Career Growth & Development – Your Pathway Forward
AT&T invests heavily in employee development. As a Premier Service Consultant, you will have access to:
- Comprehensive Onboarding & Paid Training: A structured curriculum covering product knowledge, compliance, and advanced sales techniques.
- Continuous Learning Platforms: Free enrollment in AT&T’s internal learning management system (LMS), offering courses on leadership, technical certifications, and industry trends.
- Mentorship Programs: Pairing with seasoned senior consultants who provide guidance, performance insights, and career roadmap planning.
- Promotional Pathways: Opportunities to advance into Team Lead, Operations Supervisor, or Specialist roles in areas such as Technical Support, Account Management, or Sales Strategy.
- Cross‑Functional Rotations: Experience different business units—billing, collections, or product development—to broaden your skill set and increase visibility within the organization.
Work Environment & Company Culture – What It Feels Like to Be Part of AT&T
Our Orlando facility boasts an open‑plan design, collaborative breakout rooms, and state‑of‑the‑art technology pods that encourage knowledge sharing. Remote days are supported with an allowance for ergonomic furniture, a company‑provided laptop, headset, and secure VPN access. AT&T’s culture emphasizes inclusion, innovation, and “one voice” teamwork—where every associate’s ideas are welcomed and celebrated.
- Diversity & Inclusion: Employee resource groups (ERGs) for veterans, LGBTQIA+, and multicultural communities foster a sense of belonging.
- Recognition Programs: Monthly “Voice of the Customer” awards, performance bonuses, and peer‑to‑peer shout‑outs.
- Health & Well‑Being: Virtual wellness workshops, meditation sessions, and access to a 24/7 mental‑health hotline.
Compensation, Perks & Benefits – What You’ll Receive
- Hourly Base Pay: $18.31 per hour, competitive for the market and location.
- Performance‑Based Commissions: Up to $36,000 annually when sales and retention targets are met.
- Medical, Dental, & Vision Coverage: Comprehensive plans for you and eligible dependents.
- 401(k) with Company Match: Secure your financial future with a robust retirement savings option.
- Paid Time Off & Holidays: Minimum 23 vacation days plus 9 company‑designated holidays, plus paid parental leave.
- Tuition Reimbursement: Up to $5,250 per year to support continued education.
- Disability & Life Insurance: Short‑term, long‑term, and accidental death coverage.
- Employee Assistance Program (EAP): Confidential counseling, legal resources, and financial advice.
- Wellness Incentives: Gym membership discounts, wellness challenges, and health‑risk assessments.
- Product Discounts: Up to 50 % off AT&T mobile plans, internet service, and accessories for employees.
- Adoption Reimbursement & Additional Sick Leave: Benefits that go beyond statutory requirements.
Work‑From‑Home (WFH) Requirements – Setting You Up for Success
To ensure a secure, productive remote experience, AT&T mandates the following:
- Dedicated, high‑speed internet connection (minimum 25 Mbps download, 5 Mbps upload) with a wired LAN connection.
- A quiet, private workspace that complies with AT&T’s Clean Desk and security policies.
- Standard office ergonomics—adjustable chair, desk, and proper lighting.
- Compliance with regular workspace audits (photos, video checks, remote desktop monitoring).
- Availability during assigned shifts, adherence to attendance policies, and active participation in ongoing training and performance reviews.
How to Apply – Take the First Step Toward a Dynamic Career
If you’re ready to become the trusted voice that turns a potential churn into a loyal partnership, we want to hear from you! Click the link below to submit your resume, cover letter, and any supporting documents. Don’t let a perfect match slip away because you don’t meet every single requirement—AT&T values attitude, curiosity, and the willingness to learn above all else.
Don’t Hesitate, Apply!
Your future with AT&T starts now. Join a team that celebrates innovation, rewards perseverance, and empowers you to grow both professionally and personally. Apply today and start shaping the next chapter of connectivity for millions of customers.
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