Business CS Specialist I

Works in the Business segment of the Company.  Assists business customers with requests, questions and concerns through research and resolution regarding how to use phones and accessories, billing questions, rate plans, etc.    Supports customer by qualifying, activating and selling value added products and features.    May support end users in areas such as billing and equipment.    May also interact with enterprise customers and their IT managers on the installation & configuration of AT&T Mobility software as well as configuration of laptop computers, Personal Digital Assistants,  and Blackberry Client software.  May support returns, exchanges, upgrades, accessory orders or missing order requests.    Will utilize business tools effectively and accurately, as well as enter and record customer information.   Must be skilled in working with both voice and data products (phones, cameras, handheld devices, etc.) and possess a working knowledge of a broad range of Company products/services.   Must have solid systems knowledge (e.g., such as but not limited to Siebel, Telegence, and other billing systems, EMT, WebAxe, Activation Mgr., Numeritrack, etc.).  May perform Accounts Receivable work for several hundred corporate or government accounts at one time, working with BCM’s and DOS’s to determine the best approach for collections of past due dollars (also supports small business accounts-6-20 lines).  May process credit applications and activate service.  Maintains appropriate records, prepares required reports, and updates customer accounts on a computer terminal.  Performs other duties as assigned by management.

 

 

The essential functions listed below are representative of duties performed by this job title.  Duties generally include but are not limited to the following:

 

1.    Answers business customer requests or inquiries concerning services, products, billing, equipment, claims, and reports problem areas.

2.    Utilizes mechanized systems to initiate and complete service orders and handle customer requests.

3.    Continually maintains working knowledge of all company products, services and promotions.

4.    Make recommendations according to customer’s needs on features, accessories, upgrades and rate plans.

5.    Utilizes operational systems to process purchases of AT&T Mobility products and services; i.e. collections, payments for Wireless bills and accessories.