Sr Specialist Service Mgr Cust Rltns

Overall Purpose

Responsible for supporting customer satisfaction and retention by effectively managing service inquiries and resolving issues using industry-standard practices.

• Customer Issue Resolution and Communication: Acting as the primary point of contact for escalated customer issues and resolving them promptly & effectively. Maintaining clear, professional communication with customers and executive staff.
• Service Quality and Process Improvement: Monitoring and assessing service quality, developing and implementing strategies for process improvement.
• Data Analysis and Reporting: Utilizing online tools to extract, analyze, and customize performance data for stewardship reports, driving actionable items to support customer needs.
• Customer Training and Tool Promotion: Educating customers on the use of online servicing and billing tools, leading training sessions to improve customer self‑service capabilities and promoting the use of these tools as alternative solutions.
• Relationship Management and Policy Implementation: Fostering strong relationships with key customers and stakeholders, developing and maintaining customer‑specific service guides, and implementing comprehensive programs to minimize churn and ensure compliance with service policies.

An experienced professional with in-depth knowledge, applying organizational practices to resolve moderately difficult problems. Works with independent judgement on expansive projects with minimal supervision, implementing policy changes to improve functions. Actions impact efficiency costs, schedules and client relationships. Interacts primarily within the department and with General Managers and above across various teams.

• Bachelor’s degree (BS/BA) desired.
• 2+ years of related experience.
• Certification is required in some areas.

Our Sr Specialist Service Mgr Cust Rltns earn between $79,200 - $118,800 USD annually. Individual starting salary within this range may depend on geography, experience, expertise, and education/training.

• Medical/Dental/Vision coverage
• 401(k) plan
• Tuition reimbursement program
• Paid Time Off and Holidays (at least 23 days of vacation each year and 9 company‑designated holidays)
• Paid Parental Leave
• Paid Caregiver Leave
• Additional sick leave beyond state/local law requirements (may be available but unprotected)
• Adoption Reimbursement
• Disability Benefits (short term and long term)
• Life and Accidental Death Insurance
• Supplemental benefit programs: critical illness, accident, hospital indemnity, group legal
• Employee Assistance Programs (EAP)
• Extensive employee wellness programs
• Employee discounts up to 50% off on eligible AT&T mobile plans and accessories, AT&T internet (and fiber where available) and AT&T phone

• Weekly
  
  Hours:
  
  40
• Location:
  
  Tustin, California
• Salary Range: $70,700.00 - $

It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.

AT&T will consider for employment qualified applicants in a manner consistent with the requirements of federal, State, and local laws. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made. If a background check is required, candidates with arrest or convictions records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.