Lead Service Management

Job Description:

This position requires office presence of a minimum of 5 days per week and is only located in the location(s) posted. No relocation is offered.

At AT&T, we empower leaders to drive change in a fast-evolving, connected world. Your strategic vision will help serve customers and transform lives through innovative solutions and impactful connections.

As Lead Service Management, you will be responsible for supporting AT&Ts complex Mobility account modules, customer satisfaction, and retention by effectively managing service inquiries and resolving issues using industry-standard practices.

What you’ll do

Typical tasks may include, but are not limited to, the following:

• Customer Issue Resolution and Communication: Acting as the primary point of contact for escalated customer issues and resolving them promptly & effectively. Maintaining clear, professional communication with customers and executive staff.

• Service Quality and Process Improvement: Monitoring and assessing service quality, developing and implementing strategies for process improvement.

• Data Analysis and Reporting: Utilizing online tools to extract, analyze, and customize performance data for stewardship reports, driving actionable items to support customer needs.

• Customer Training and Tool Promotion: Educating customers on the use of online servicing and billing tools, leading training sessions to improve customer self-service capabilities and promoting the use of these tools as alternative solutions.

• Relationship Management and Policy Implementation: Fostering strong relationships with key customers and stakeholders, developing and maintaining customer-specific service guides, and implementing comprehensive programs to minimize churn and ensure compliance with service policies.

What you’ll need

• Bachelor’s degree (BS/BA) desired.

• 5+ years of related experience.

• Certification is required in some areas.

What you’ll bring

• An experienced professional, recognized as an expert, creatively resolving complex issues with broad and in-depth knowledge.

• Leads significant projects with strategic autonomy, influencing executive decisions.

• Mentors less experienced staff, implements long-term plans impacting the organization, and frequently collaborates with senior leadership.

Supervisor:

• No

Our Lead Service Management earns between $94,300 - $141,500. Not to mention all the other amazing rewards that working at AT&T offers. In0dividual starting salary within this range may depend on geography, experience, expertise, and education/training.  

Joining our team comes with amazing perks and benefits

• 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

If you’re ready to make an impact on our business and your career, bring your bold ideas to a world of possibility. 

Apply today!

Weekly Hours:

40

Time Type:

Regular

Location:

USA:GA:Alpharetta / 300 North Point Pkwy - Dat (owned):300 North Point Pkwy

Salary Range:

$94,300.00 - $169,800.00

It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made.