Customer Service

Customer service representatives at AT&T act as a direct point of contact for customers. They must ensure that their customers are assisted properly and that all their questions and concerns are addressed. Every representative works with customer directly in order to provide timely responses to questions about the goods and services offered, or to take care of complaints. The vehicle of communication can be by telephone, e-mail, snail mail, fax, the internet, or in person. Some work as specialists are deal with specific issues while others deal with general questions, concerns, and problems.

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Video Transcript:
Our vision is to connect people with their world, no matter where our customers live and work and do it better than anyone else. I started out as a customer service representative. When I'm in training class, the first thing I talk about on the first day is creating a vision for yourself. Our company provides you with that opportunity. You can be exactly what you want to be. We'll set the pace for progressive innovation as well as unmatched customer experience. AT&T. Hello this is Denise Young with AT&T and I'll be more than happy to assist you this morning. AT&T is a growing, very dynamic company. We manage over 64 million customers nationwide. We're growing every day with new products and innovation. It's a wonderful, exciting place to work. I think a customer service rep is the heart of our employee base. They're the ones that are the closest to the customer. They have the opportunity and the responsibility to be the champion of the customer. What we teach you is to treat every call unique. Your job is to try to find out what the customer needs and provide them with exceptional customer service. This particular job is very demanding. There's long hours on the phone and schedules are very set. So you have to have schedule adherence and have the most wonderful tone and demeanor on every call. Thank you for calling AT&T in regards to your wireless service. I help customers when they call in, talk to them about their bill, they want an explanation, to make a payment, payment arrangements. I'll go ahead and get the account reinstated for you effective immediately. You deal with irate customers and it can be a little difficult or challenging at times, but it's very rewarding as well when you assist customers and really make a difference in their service. It is challenging to make sure that you're interacting right with the customer. To make sure you do it right the first time. Thank you for calling AT&T. You are randomly monitored for quality assurance. Okay Shannon let's talk about your call. We're looking for first call resolution, and that means listening to the customer's issues, evaluating the situation and trying to troubleshoot to make sure that customer gets resolution on that first call. To hear from a customer that you scored a perfect 10 is exceptional. How are you doing today sir? Technology is changing every day and we always are up before anybody else with our phones and our service. We do a fantastic job at preparing you for whatever skill set that you're going to be in. We don't put you on the floor until we feel like you're comfortable. The trainers here are excellent. They're really good with working with you. There's definitely a lot of teamwork. It's almost like a family. The company really cares about their employees. Customer service reps have a unique opportunity because they're getting the best training from the ground up. They're teaching me. It's not just a job. I have my current manager helping me go into management. Our area managers, almost all of them started off as reps on the floor. It's just opened so many doors within this company. I'm actually moving up to the fraud department. It's endless where you can go in this company. We want energetic, fast, friendly, flexible, helpful, innovative and reliable individuals. It's a good company to work for, knowing that we provide great customer service. That feeling of accomplishment you just can't take away from a customer service representative. It's a great feeling. I love AT&T.
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