Technician Support Center Representative 2 Phoenix AZ

AT&T is a telecommunications company that provides wireless communications, local exchange, and long-distance services for consumers and businesses in the United States and internationally.

* Takes inbound calls from technicians who are in the customer's home attempting to fulfill an order when a modification has been either requested by the customer or determined necessary by the technician. Speaks with the customer to ensure they understand any billing and/or equipment charges as well as any agreement changes that result from the work order modification. Modifies the work order to align it with the changes being performed by the technician as agreed to by the customer. * Ask technician and customer questions regarding order modification and actively listen for responses for the purpose of validating data and ensuring customer needs are met. Simultaneously navigate and update various on-line tools to assist in problem-solving and updating customer's account. * Assist customers with equipment needs such as upgrading equipment as customers upgrade services. Ensure programming selected supports equipment selected and balances the needs of the customers with the right business decisions. * Prevent unnecessary cancellations by resolving customer issues and working toward same-day resolution, following company policies and considering business needs while also promoting the best possible customer experience. * Professionally handle incoming customer escalations and ensure that issues are resolved both promptly and accurately. Follow up with DIRECTV Home Services technicians and/or local offices as needed to resolve customer issues. * Input data and write comments into various computer systems in order to track information on customer calls. * Provide basic technical and billing support to customers. * Resolve customer issues with-in established guidelines and policies and with intent of a ""First Call Resolution."" * Determine when a call or certain decisions need to be escalated for further review or approval. * Work in a team environment by supporting and assisting other team members as required. * Perform required job functions while maintaining individual performance standards (as described in Path to Success) and site specific performance standards such as meeting or exceeding site service level goals. * Stay up-to-date on all communications, processes, procedures and general Dispatch center information in order to better assist the customer and to ensure Dispatcher is in compliance with latest processes. * Attend training as required whether classroom or on-the-job training. * Proactively provide recommendations to workflow, processes, procedures and other aspects of the job which could benefit the customer, the site and or individual performance. * Daily duties will flex based on business needs. TSCR2 may work in multiple call types. May perform other related duties and responsibilities as assigned and/or required

* This is a general office environment position. * Employee has limited walking requirements. However, employee is required to sit for long periods of time on the phone while using computers. * Answers telephone calls, uses personal computer and other business machines extensively, which requires the ability to apply finger dexterity. * Schedules will change throughout the year based on the needs of the business. Employee must be able to work all shifts (including nights and weekends), overtime as needed, and all holidays in an operation which is open 7 days a week. * High School Diploma or GED equivalent required * 2 + years of Customer Service or Sales experience required * 1 + year of Dispatch experience preferred * Persuasive & friendly verbal communications skills for the purpose of convincing others (customers) to maintain upgrade or add other services and equipment. Solid writing skills so that information which is written is understood by others. * Effective listening skills to ensure understanding of customer needs and desired out-comes. * Decision-making: Knows and executes on decisions which are within their scope. Knows and asks for assistance on decisions which are outside of their scope. * Ability to interact with distressed customers to provide information in response to inquiries about products and services and to handle and resolve service complaints. * Bilingual a plus. * Effectively able to deal with conflict. * Maintain skills through continuous learning either in a classroom environment or on-the-job training. * Demonstrated problem-solving and multi-tasking skills. * Maintain a sense of urgency combined with getting work done completely, accurately and in accordance with Company standards. * Ability to work effectively in a team oriented, high demand and fast paced environment. * Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner. * Demonstrated organizational, detail orientation, prioritization skills and time management skills to ensure that work related activities are completed in an accurate and timely manner. * Familiarity with a variety of office equipment, standard software packages and application and use of personal computers to include the Microsoft Office suite of products. * Will be required to work a flexible schedule that provides needed coverage for customer service levels. * Able to maintain a regular work schedule to meet the needs of the business. * Required to read and follow all company policies and procedures. * Support and model the company values.