AT&T Retail Services Specialist in Greenwood Village, Colorado
Management level support representative who assists Sales Managers, Distributors AT&T’s DIRECTV dealer channel. external customers with routine requests, questions, and concerns regarding their service through research and resolution.
Key Roles and Responsibilities:
Retail Services is a single point of contact for AT&T’s, DIRECTV dealer channel. We provide support and direction on all things dealer related during the entire dealer life cycle. We educate potential dealers on the application process. We are responsible for maintaining dealer showroom, demo, and DECA accounts. We work dealer payment escalations for missing and or incorrect dealer commissions. Retail Services is also responsible for managing the damage claims process for customers whose property has been damaged by a third party dealer. We answer questions regarding promotions, program changes, order entry, basic troubleshooting, and other dealer questions. We are responsible for issue identification, and helping drive resolutions. Agents manage several voice and non-voice queues which require a special skill set. Agents serve a white glove concierge for some of our highest value customers. We also serve an escalation point for our Area Sales Managers and Directors, as well as Distributors.
May receive and/or places telephone calls which are non-routine and require deviation from standard screens, scripts, and procedures to handle any/all aspects of customer accounts, including solicitation, inquiries, and problem resolution.
Resolves more complex residential/ business inquiries, complaints, and billing questions. Cultivates and maintains on-going customer relationships.
Handles situations which may require adaptation of response or extensive research according to customer response.
Uses computerized system for tracking, information gathering, and/or troubleshooting.
May answer inquiries, resolve problems, promote and sell products/services, and/or enter or confirm sales.
Requires extensive knowledge of company, products, and/or services.
May require advanced problem solving and/or sophisticated sales techniques. May assess needs and suggest/promote alternative products or services. Requires ability to navigate a computerized data entry system or other relevant Uses computerized system for tracking, information gathering, and or troubleshooting; requires ability to navigate a computerized data entry system or other relevant applications.
Education: High School Diploma or GED preferred.
Experience: Typically requires 0 to 2 years relevant experience in area of responsibility. Supervisory: No.