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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in billing support, collections management, and customer service while effectively communicating in both English and Spanish. Capable of handling high volumes of customer interactions and ensuring compliance with organizational standards and procedures.
Highest-signal resume keywords
Billing SupportCollections ManagementFluent in English and SpanishCustomer ServiceProblem-Solving Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Payment ProcessingNegotiationAccount ManagementCompliance with Laws and GuidelinesTechnical Support
Soft Skills
Strong Work EthicAdaptabilityAttention to Detail
Tools & Technologies
High-Speed InternetRemote Desktop ObservationVideo Chats
Industry Keywords
Customer RetentionDelinquent AccountsE-ServicesFraud ManagementWorkspace Audits
About the role
Key responsibilities & impact- Provide billing support and perform collections management to recover past-due account balances and retain customers
- Assist customers with sensitive billing situations
- Negotiate payment arrangements and process payment transactions
- Bring delinquent accounts current while delivering excellent service and fostering customer loyalty
- Handle a high volume of calls, chats, emails, and other customer interactions
- Listen thoughtfully and use knowledge of AT&T products and services to service and retain customers
- Explain customer bills, rate plans, and product and service features
- Process customer payments and collect delinquent balances in accordance with applicable laws, guidelines, and procedures
- Support credit/inbound and outbound collections, activations, customer service, E-services, revenue, fraud, business, technical/roaming support, and other inquiries
- Be cross-trained to handle collections, retention, sales channel coordination, billing and adjustments, and advanced technical support based on business needs
- Work a set schedule including breaks, lunches, and scheduled open time to answer customer calls and provide exceptional service
Requirements
What you’ll need- Full-time position
- Fluent in English and Spanish; able to hold a conversation in both languages
- Ability to work 40 hours/week on a set schedule
- Must be able to report to 600 NW 79th Ave, Miami, FL 33126 and work in center 3-4 days weekly
- Work from home 1-2 days weekly with verified secure, reliable, dedicated high-speed internet
- Established dedicated work area with desk, chair, electrical outlet, and direct LAN connection
- Workspace must align with WFH technical, security, physical, noise-level, and Clean Desk standards
- Participation in workspace audits, including remote desktop observation, call and screen recordings, live webcam monitoring, workspace setup pictures, and video chats
- Availability and accountability during established work schedules and shifts
- Compliance with technical support processes, organizational security and compliance standards, trainings, performance management, management routines, and remote monitoring policies
- Strong work ethic
- Adaptability
- Problem-solving skills
- Attention to detail
Benefits
Comp & perks- $1,500.00 sign on bonus paid out as follows: first $250 payment 30 days after hire date, second $500 payment 6 months after hire date and third $750 payment 1 year after hire date
- Medical/Dental/Vision coverage
- 401(k) plan
- Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T home phone
- Tuition reimbursement program
- Paid Time off and holidays
- Paid Parental 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
- AT&T will provide all of the equipment you’ll need to get started (keyboard, monitor, computer, mobile device, etc.)
- Hybrid work arrangement with remote work from home 1-2 days weekly