AT&T is a telecommunications and technology company serving consumers, businesses, and public-sector organizations through wireless, internet, and fiber services. Its work spans network innovation, including collaborations focused on Open RAN, as well as FirstNet public-safety connectivity, disaster recovery, consumer devices, and data privacy. The company also emphasizes sustainability, cultural inclusion, corporate responsibility, and public policy. With a large workforce and a long operating history, AT&T offers career opportunities connected to communications infrastructure, digital technology, customer services, and responsible innovation.
AT&T Bilingual Collections Representative, Miami Hybrid
Resolve customer billing issues and overdue balances in English and Spanish. Support payments, payment arrangements, retention, and technical service in a hybrid call center role.
Description
- Manage billing support and collections to recover overdue balances and retain customers.
- Assist customers with sensitive billing matters.
- Arrange payment plans and process customer payments.
- Bring overdue accounts current while providing strong service and building customer loyalty.
- Respond to a high volume of calls, chats, emails, and other customer contacts.
- Listen carefully and use knowledge of AT&T products and services to support and retain customers.
- Explain bills, rate plans, and product and service features.
- Process payments and collect overdue balances in line with applicable laws, guidelines, and procedures.
- Respond to inquiries involving credit, inbound and outbound collections, activations, customer service, E-services, revenue, fraud, business, technical and roaming support, and related areas.
- Cross-train to support collections, retention, sales channel coordination, billing and adjustments, and advanced technical support as business needs require.
- Follow an assigned schedule, including breaks, lunch periods, and scheduled time to answer calls and provide customer service.
Requirements
- Full-time role.
- Fluency in spoken English and Spanish.
- Able to work 40 hours per week on an assigned schedule.
- Able to report to 600 NW 79th Ave, Miami, FL 33126 and work onsite three to four days per week.
- Able to work from home one to two days per week with verified, secure, reliable, dedicated high-speed internet.
- Have a dedicated workspace with a desk, chair, electrical outlet, and direct LAN connection.
- Workspace must meet work-from-home technical, security, physical, noise-level, and Clean Desk standards.
- Participate in workspace audits, which may include remote desktop observation, call and screen recordings, live webcam monitoring, workspace photos, and video chats.
- Be available and accountable during assigned schedules and shifts.
- Follow technical support processes, security and compliance standards, training, performance management, management routines, and remote monitoring policies.
- Strong work ethic.
- Adaptability.
- Problem-solving skills.
- Attention to detail.
Benefits
- $1,500 sign-on bonus: $250 paid 30 days after hire, $500 paid six months after hire, and $750 paid one year after hire.
- Medical, dental, and vision coverage.
- 401(k) plan.
- Employee discounts of up to 50% on eligible AT&T mobility plans and accessories, AT&T internet (including fiber where available), and AT&T home phone.
- Tuition reimbursement program.
- Paid time off and holidays.
- Paid parental leave.
- Additional sick leave beyond state and local legal requirements may be available; this leave is unprotected.
- Adoption reimbursement.
- Short- and long-term disability benefits.
- Life and accidental death insurance.
- Supplemental benefits, including critical illness, accident, hospital indemnity, and group legal coverage.
- Employee Assistance Programs (EAP).
- Employee wellness programs.
- AT&T provides the equipment needed to get started, including a keyboard, monitor, computer, and mobile device.
- Hybrid schedule with work from home one to two days per week.