Billing, Call Centers, Communication Skills, Consultative Sales, Consumer Promotions, Customer Experience, Customer Relations, Customer Satisfaction, Customer Support/Service, Customer Training, Detail Oriented, High School Diploma, Human Interaction, Identify Issues, Inbound Call Centers, Metrics, Multiplatform/Cross-Platform, Multitasking, Needs Assessment, Performance Metrics, Problem Solving Skills, Promotional Programs, Resolve Customer Issues, Sales, Telesales, Time Management, Wireless Communications
Customer Solutions – NAC Expert
The National Acquisition Center (NAC), backed by AT&T, is seeking motivated and customer-focused Customer Solutions Experts to join our inbound call center team. In this role, you will serve as the first point of contact for customers interested in starting or enhancing their AT&T services. You will build meaningful relationships, identify customer needs, and deliver tailored solutions that drive satisfaction and loyalty.
Essential Duties and Responsibilities:
- Handle inbound calls from new and existing AT&T customers interested in wireless and related services
- Meet or exceed performance metrics related to sales, customer satisfaction, and call quality
- Establish rapport quickly and create a positive, professional customer experience
- Use discovery-based questioning to uncover customer needs and recommend appropriate products, services, and promotions
- Assist customers with:
- Setting up new accounts and services
- Device activations and basic troubleshooting
- Billing inquiries and account navigation
- Educate customers on current promotions, plans, and bundled offerings
- Navigate and utilize multiple internal systems/tools daily to research, document, and resolve customer needs
- Maintain accurate and detailed records of customer interactions
- Must be able to work a varied 5-day per week full-time schedule (40 hours per week) designed to meet customers on their timeline; this will include working evenings, weekends, and holidays.
- Must be able to adhere to assigned work schedules with regular and reliable attendance and be open to receiving and applying constructive feedback.
Qualifications:
- High school diploma or equivalent is required
- Previous experience in customer service, sales, or call center environments preferred
Strong communication and active listening skills
Ability to multitask across multiple systems while engaging with customers
Problem-solving mindset with attention to detail
Open-minded with a passion for learning a wide range of skills that will carry through a variety of career paths
Naturally outgoing individual who thrives in human interaction
Comfortable working onsite in a fast-paced, metrics-driven call center environment
Basic technical aptitude for troubleshooting devices and navigating digital tools
Key Competencies:
- Relationship building and customer engagement
- Consultative selling and needs-based recommendations
- Adaptability and resilience
- Time management and multitasking
- Technical proficiency across multiple platforms
What Success Looks Like:
Successful Customer Solutions Experts are those who can seamlessly blend customer care with sales, confidently navigate multiple tools, and consistently deliver personalized solutions that meet both customer needs and business goals.