Call Center Bilingual Collections Representative; English​/Spanish - Hybrid

Job Description

This is your opportunity to be the voice of AT&T – a global leader in communications and technology working in a hybrid role that works both in center and from home. As a member of our team, you’ll redefine customer service, creating meaningful connections with each customer, helping them to stay connected to what matters the most.

In this multi-faceted role, you’ll be trained to provide billing support and perform collections management to recover past due account balances and retain customers. You’ll use effective communication and interpersonal skills to assist customers with sensitive billing situations, negotiate payment arrangements, and process payment transactions. Your goal will be to bring delinquent accounts current while upholding our commitments to delivering excellent service and fostering customer loyalty.

• You’ll work in a fast-paced environment that handles a high volume of calls, chats, emails, or other types of customer interactions.
• You’ll instill confidence and loyalty in customers through thoughtful listening and utilizing your knowledge of AT&T’s product and services to effectively service and retain customers.
• You’ll be an expert at simplifying the explanation of customer bills, rate plans and features of AT&T’s products and services.
• You’ll process customer payments and utilize negotiation skills to setup payment arrangements and collect balances on delinquent accounts in accordance with applicable laws, guidelines, and procedures.
• You’ll support customers with credit/inbound and outbound collections, activations, customer service, E-services, revenue, fraud, business and technical/roaming support inquiries, and other duties as required.
• In this full-time Hybrid position (40 hours/week) you’ll be working in center 3-4 days weekly and remotely from home 1-2 days weekly. You’ll work a set schedule including breaks, lunches and scheduled open time to ensure availability to answer the customer’s call and provide exceptional service.
• Premier Service Consultants may be cross trained to address a broad range of customer service call types including collections, retention, sales channel coordination, billing and adjustments, and advanced technical support based on the needs of business.

• Call center or customer service experience.
• Ability to adapt in a dynamic, fast-paced environment that caters to a variety of customer situations, including defusing difficult customer situations and the ability to maintain a professional demeanor in stressful situations.
• Flexibility to work any schedule during hours of operation is essential. Specific job assignments may require day, evening, weekend, or holiday hours. Occasional overtime may be required.

• Paid training and additional resources to support you.

Our earn Call Center Bilingual Collections Representatives make between $18.50 to $21.38 + additional incentives. Not to mention all the other amazing rewards that working at AT&T offers. 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 (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
• Paid Parental Leave
• Paid Caregiver Leave
• Additional sick leave beyond what state and local law require may be available but is 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 mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone

• You will need verified internet service (secure, reliable, and dedicated high speed is required to support business needs) and an established dedicated work area (desk, chair, electrical…