Responsible for providing customer service support to assigned customers and ensuring critical service requirements are met.
Key Roles and Responsibilities:
Works under direct supervision to supports pre and post sale activities.
Partners with internal and external organization to ensure customer specific service issues are address in a timely manner. Support implementation of customer projects. Assures successful implementation of service agreements and provide reports/tools to measure performance-based on those agreements.
Interacts with customers prior to and or after sale and maintains positive customer relations. This position is responsible for resolving customer issues to ensure customer satisfaction. Pre-sale:
Responds to customer inquiries to determine appropriate product literature and pricing schedules; schedules; may recommend price changes based on company/customer relationship; may recognizes new business opportunities.
Post-sale: Confirm provisioning information, resolves scheduling, shipping or billing problems; determines validity of warranty claims and schedules repair resources; changes production and shipping schedules; may review first bill information with customer; and may suggest add-on business opportunities.
Proactively monitors orders via Work In Progress (WIP) reviews with customers on complex data, service and projects. Initiate escalation and expedite situations (on orders) to meet customer goals. May involve the initiation of orders used for contingent/interim plans while other orders are in pipeline.
Required Skills, Certification, Experience, and Education: High school diploma or GED equivalent Experience: At least 1 year of related experience preferred with AT&T Service product portfolio, systems, processes
Required Clearance: Must be a US Citizen and possess or be able to obtain Secret
Desired: Experience in working with Government contracts a plus
AT&T is an Affirmative Action/Equal Opportunity Employer and we are committed to hiring a diverse and talented workforce. EOE/AA/M/F/D/V
Job ID 1842083-2 Date posted 09/25/2018