Sutherland Global Services

443 North Franklin Street

Syracuse, New York 13204

(315) 473-8250

Free Parking available at

the intersection of Genant

Drive and North Clinton

Street

Date: April 30th, 2014

Time: 11:00—1:00 PM

NY1091229 – AT&T Mobility Customer Care – Click to Chat

LOCATION: Sutherland Global Services in the Galleries located at 441 South Salina

Street, Syracuse, NY 13202

HOURS: Sunday thru Saturday 6am – 3am. (Employee must have open availability.)

Hours will be assigned.

RATE OF PAY: $10.00 per hour plus monthly incentive. Paid 6 weeks of training.

General Description

• Provide World-Class Customer Care Representation to telecommunication customers. Answer

inbound Chat customer inquiries regarding billing issues, products, services etc. Address and

resolve all customer questions, issues and needs on the initial Chat session.

• AT&T Inc. is the largest communications holding company in the United States and

worldwide, by revenue. Operating globally under the AT&T brand, AT&T is recognized as the

leading worldwide provider of IP – based communication services to businesses and the

leading U.S. provider of wireless, high speed internet access, local and long distance voice,

and directory publishing and advertising services.

Specific Job Responsibilities

• Act with the highest degree of professionalism, and maintain the voice of the high-profile

client

• Meet or exceed all predetermined client and SGS performance specifications and expectations

• Process incoming chats from customers including: billing, cancellations, product/feature

upgrades, etc.

• Resolve customer issues in a professional and expedient manner using all available resources.

Handles difficult chats (situations) by controlling the chat and using proper judgment

• Follow procedures and departmental processes to record chat information, steps taken toward

resolution, and final resolution

• Responsible for remaining organized and properly documenting all work completed using the

tools provided

• Dependable and have ability to adapt to a continuously changing fast paced environment

• Provide excellent customer service to our customers at all times, efficiently and effectively

solving issues presented by our customers through chat

• Demonstrate openness to feedback and a willingness to change behavior based upon this

feedback

• Meet appropriate quality standards

• Perform other duties or projects as assigned by the Account Manager or Team Manager

Education/Experience/Skills Required

• Excellent verbal and written communication skills with 30 wpm typing ability

• B.A./B.S. degree, or equivalent business experience; telecommunications billing/sales

experience preferred

• Sales, marketing, customer service and /or applicable administrative experience

• Basic PC keyboarding skills; basic Microsoft Office experience; multi-tasking applications

preferred; telecommunications applications experience preferred

• Self-motivated, flexible, team-oriented, prompt; high level of attendance and seat-adherence is

required

Walk-ins welcome. Please come prepared to meet with a recruiter, including

appropriate attire and a resume.

OR

Candidates are encouraged to attend the recruitment, but if they cannot make it

may apply online at http://sutherland-careers.com/careers to complete an online

application.

D

Sutherland Global Services

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