PREMIER SERVICE CONSULTANT(WFH) JOB DESCRIPTION (INFORMATIONAL ONLY) PART II

ESSENTIAL FUNCTIONS WHICH MAY BE REQUIRED FOR A PARTICULAR JOB:

1. Administer system functions on all opening, closing, and balancing procedures
according to finance guidelines.
2. May be responsible for credit/inbound and outbound collections, activations, customer
service, E-services, revenue, fraud, business and technical/roaming support inquiries,
and other duties as required.
3. Ensure work area is maintained in a clean and professional environment; i.e. brochure
stocks, promotions display and workstation.
4. Handles executive escalations to the office of the president as well as any other
escalation as directed by management.
reports problem areas.
2. Utilizes various systems and tools to initiate to assist and service customers.
3. Continually maintains working knowledge of all company products, services and
promotions.
4. Make recommendations according to customer’s needs.
5. Utilizes operational systems to process purchases of all products and services.
6. Handles inquiries from customers related to billing, rate plans, features and services,
network, coverage, handsets & devices, accessories, repair & troubleshooting, credits
& adjustments, etc.
7. Handles credit checks, service activations and changes, and receivables
management/collections
8. May sell all services and products offered by the Company; handles inquiries on data
products, services, billing and troubleshooting.
9. May handle WLNP, relocations, combined bill support, after hours inquiries, pre-paid
service.
10.Troubleshoots and resolves customer impacting issues such as but not limited to voice
& data issues that span multiple networks and interdependent network elements,
considering network conditions, connectivity, devices, applications, provisioning and
billing. (Note: The skill and knowledge required will change with technology and
application innovations.)
11.Provides support for products and services offered by the Company.
12.Assists customers with products and services such as but not limited to laptop connect
services including air cards, USB devices, initial set-up, configuration of AT&T
provided software & applications.
13.Handles less routine & repetitive matters and more complex troubleshooting
scenarios.
14.Identifies, tracks & trends issues to assist in root cause elimination.
15.Proactively engages T3 support (network and IT) to address & resolve issues.
16.Engages third party vendors and suppliers as needed to address service faults &
provide customer resolution.
17.Remains proficient in all billing, rate plan and feature matters.
18.Able to communicate effectively, both verbally and in writing.

ESSENTIAL FUNCTIONS WHICH MAY BE REQUIRED FOR A PARTICULAR JOB:

1. Perform over the counter exchanges of customer defective equipment.
2. Administer system functions on all opening, closing, and balancing procedures
according to finance guidelines.
3. May be responsible for credit/inbound and outbound collections, activations, customer
service, E-services, revenue, fraud, business and technical/roaming support inquiries,
and other duties as required.
4. Ensure work area is maintained in a clean and professional environment; i.e. brochure
stocks, promotions display and workstation.
5. Handles executive escalations to the office of the president as well as any other
escalation as directed by management.
6. Handles regulatory escalations.
7. Demonstrates proficiency in all billing and technical matters to efficiently assist
customers & resolve the escalation.
8. Coordinates effectively with other departments as needed to resolve customer issue.
9. Communicates effectively and timely to regulatory agencies as required per service
level agreements.

PREFERRED QUALIFICATIONS

• At least one year customer service experience preferred.
• Call Center experience preferred.
• Advance Typing/keyboarding skills preferred.

SPECIAL JOB REQUIREMENTS:

• Specific job assignments may require day, evening, weekend or holiday hours.
• Occasional overtime may be required.

PHYSICAL REQUIREMENTS

No physical requirements.

BASIC QUALIFICATIONS

TESTS:
Applicants will be expected to pass any assessments or tests associated with the
position.

TRAINING

• Classroom training.
• On-the-job training.
Provisions listed in these Job Descriptions may be changed or modified by AT&T Mobility without prior notice, at any time at the Company’s sole discretion.


PREMIER SERVICE CONSULTANT(WFH) JOB DESCRIPTION (INFORMATIONAL ONLY) PART I

PLEASE BE AWARE THAT THIS POSTING WILL BE IN 2 PARTS…PART I & PART II

The Local Union Officers wanted you to be mindful of a new job description that the company has. THIS IS NOT A JOB OPENING OR ADVISING YOU OF ONE. THIS IS FOR INFORMATIONAL PURPOSES ONLY in the event that the company may offer this to you or anyone you know in the future. This is only for you to see what the job will or may entail so you can make informed decisions. You can also call us if you have any questions at 806 793-6203. Please see the job description below and on the Part II posting:

JOB TITLE: PREMIER SERVICE CONSULTANT (WFH)
DATE: 06/05/2020

Job Key Code Mobility Labor Agreement District
16100044 Purple 6

JOB DESCRIPTION
The Premier Service Consultant (WFH) assists customers with questions and concerns
on all products and services offered by the Company through research and resolution
using various tools and systems. Handles telephone and virtual customer contacts while
working remotely from home. Coordinates with all sales channels for retention efforts on
existing customer base. May sell products and services offered by the Company. May
resolve inquiries received via telephone, e-mail, e-care, correspondence, TTY, and on-
line chat. Customer interaction may result from a variety of contact methods, including
but not limited to direct calls from customers, transferred callers or the resolution of trouble
tickets. Responsibilities within the Premier Service Consultant (WFH) role may also
include those that require additional training in other areas within the broad duties of
general customer care once competency has been demonstrated. By way of example,
these may include but are not limited to sales, saves, retention, high value customers,
billing and adjustment teams, advanced technical support, and/or collections work.
Exhibits in-depth knowledge of all products, services, rate plans, feature bundles, and
offers to provide best solution options and totally resolve customer issues. Develops a
proven track record of resolving issues and retaining customers. Performs other duties
as assigned by management.

It is critical & significant to recognize & provide for the following:

• The AT&T environment is constantly evolving to meet customer and competitive
demands and will continue to do so; we need the flexibility to evolve with it.
• Customer interactions that are viewed as requiring “specialized” skills today may be
mainstreamed tomorrow as we continue to drive tools and technology to enable first
call resolution at the frontline.
• Training content, call types and responsibilities may change over time at the discretion
of the company as the business evolves and our technology & tools advance.
• Continued investment will be made in the self-service options we provide to our
customers, eliminating the need for the customer to call in for service and allowing
customers to self-service in additional areas.

GENERAL ESSENTIAL FUNCTIONS WHICH ARE NORMALLY REQUIRED:

The essential functions listed below are representative of duties performed by this job
title. Duties generally may include but are not limited to the following:

1. Answers customer/client requests or inquiries concerning services and products and
reports problem areas.
2. Utilizes various systems and tools to initiate to assist and service customers.
3. Continually maintains working knowledge of all company products, services and
promotions.
4. Make recommendations according to customer’s needs.
5. Utilizes operational systems to process purchases of all products and services.
6. Handles inquiries from customers related to billing, rate plans, features and services,
network, coverage, handsets & devices, accessories, repair & troubleshooting, credits
& adjustments, etc.
7. Handles credit checks, service activations and changes, and receivables
management/collections
8. May sell all services and products offered by the Company; handles inquiries on data
products, services, billing and troubleshooting.
9. May handle WLNP, relocations, combined bill support, after hours inquiries, pre-paid
service.
10.Troubleshoots and resolves customer impacting issues such as but not limited to voice
& data issues that span multiple networks and interdependent network elements,
considering network conditions, connectivity, devices, applications, provisioning and
billing. (Note: The skill and knowledge required will change with technology and
application innovations.)
11.Provides support for products and services offered by the Company.
12.Assists customers with products and services such as but not limited to laptop connect
services including air cards, USB devices, initial set-up, configuration of AT&T
provided software & applications.
13.Handles less routine & repetitive matters and more complex troubleshooting
scenarios.
14.Identifies, tracks & trends issues to assist in root cause elimination.
15.Proactively engages T3 support (network and IT) to address & resolve issues.
16.Engages third party vendors and suppliers as needed to address service faults &
provide customer resolution.
17.Remains proficient in all billing, rate plan and feature matters.
18.Able to communicate effectively, both verbally and in writing.
19.Ability to engage virtually with management as needs of the business require.


MONTHLY EXECUTIVE BOARD & MEMBERSHIP MEETINGS FOR JULY

The E-Board and Membership meetings will be held on Tuesday, August 3, 2021. Please be aware that social distancing is still required & masks are optional. We will allow as many as possibly to be safe. Also, if you are sick, have Covid or been exposed to Covid please do not attend.

Executive Board meeting 5:30pm

General Membership meeting 6:30pm

Please mark your calendar & make a commitment to attend the monthly union meetings. As members we all have the privilege to attend, vote and speak at these meetings. It is not just for officers and stewards, we all( officers, stewards, all members), make up the “union”. Please bring any questions, comments or concerns that you may have. We will have a few topics to cover and provide updates on bargaining and other things going on in our different departments and areas. Please come and join us


PROTECTING THE RIGHT TO ORGANIZE(PRO) ACT

If, as a CWA member, you are interested in building power for workers, coming together to win better pay, safe working conditions, and more time to spend with family members then we encourage you to participate in getting the PRO ACT(H.R. 842/S. 420) passed. Your help is needed to contact voters, via phone bank, to contact their Senators to pass this Act along with you filling out a postcard. The PRO Act would drastically improve our ability to organize and bargain for stronger contracts along with giving more workers the tools they need to build power and improve working conditions. If you are interested please come by the Union Hall on your off time to fill out a PRO Act postcard. The hall address is: 405 50th St(2 1/2 blocks east of 1-27). Please call the hall first to make sure someone is there at 806 793-6203.

Also, CWA (Communications Workers of America) will be hosting a phone bank this Thursday, 06-17-21, at 5:00pm to get voters in key states of Arizona, Virginia, and Alaska to call their US Senators to ask them to co-sponsor the PRO Act. Please note that you can ONLY do this if you are already off the work clock or on PTO time..
Below is the link where you can RSVP to participate in the phone bank:

https://www.mobilize.us/wfpower/event/393348/

IT’S TIME TO GET THE PRO ACT PASSED!


MONTHLY EXECUTIVE BOARD & MEMBERSHIP MEETINGS FOR JUNE

The E-Board and Membership meetings will be held on Tuesday, July 13, 2021. Please be aware that social distancing is still required & masks are optional. We will allow as many as possibly to be safe. Also, if you are sick, have Covid or been exposed to Covid please do not attend.

Executive Board meeting 5:30pm

General Membership meeting 6:30pm

Please mark your calendar & make a commitment to attend the monthly union meetings. As members we all have the privilege to attend, vote and speak at these meetings. It is not just for officers and stewards, we all( officers, stewards, all members), make up the “union”. Please bring any questions, comments or concerns that you may have. We will have a few topics to cover and provide updates on bargaining and other things going on in our different departments and areas. Please come and join us


ATS PERMANENT WFH RUMORS

We have received word from some of our Mobility reps that the ATS group in the call center is to be permanent WFH. We reached out to both ATS 2nd line managers for information on this. Area manager, Kolicia Baskin, replied, “No, WFH is not permanent. We have been circling back with those working on site to see what is preventing them from WFH and if they are willing to do so.”

We urge any and all Mobility reps/non-management employees to contact a steward or call the hall if you are being told this so that we can look into it further.


EMERGENCY BROADBAND BENEFIT

Our CWA National President, Chris Shelton sent out the following information on an emergency broadband benefit:

Throughout the pandemic, our members who work in telecommunications have been keeping our country’s broadband networks up and running. I am proud of the essential role we have played in enabling millions of Americans to continue to work, attend school, receive healthcare services and stay connected to their loved ones during this difficult time.

Just to let you know about an important new program that the Federal Communications Commission has launched to make Internet service more affordable–the Emergency Broadband Benefit, or EBB. Congress allocated $3.2 billion for the program as part of the December COVID relief package. The application process opened this week, and FCC Acting Chairwoman Jessica Rosenworcel has asked CWA to make sure our members and retirees know about the program and for local leaders like you to use your influence to get the word out in your communities.

The EBB provides a discount of up to $50 per month toward broadband service for eligible households and up to $75 per month for households on qualifying Tribal lands. Eligible households can also receive a one-time discount of up to $100 to purchase a laptop, desktop computer, or tablet from participating providers.

A household is eligible if one member of the household meets at least one of the criteria below:

Experienced a substantial loss of income through job loss or furlough since February 29, 2020 and the household had a total income in 2020 at or below $99,000 for single filers and $198,000 for joint filers; or
Has an income that is at or below 135% of the Federal Poverty Guidelines or participates in certain assistance programs, such as SNAP, Medicaid or the FCC’s Lifeline program;
Approved to receive benefits under the free and reduced-price school lunch program or the school breakfast program, including through the USDA Community Eligibility Provision, in the 2019-2020 or 2020-2021 school year;
Received a Federal Pell Grant during the current award year;
Meets the eligibility criteria for a participating provider’s existing low-income or COVID-19 program.

Eligible households can enroll through a participating broadband provider or directly with the Universal Service Administrative Company (USAC) using an online or mail in application. Those interested in the program can learn more, including eligibility and enrollment information, by visiting www.fcc.gov/broadbandbenefit, or by calling 833-511-0311

You are encouraged to download and distribute the FCC’s flyer with this information which is available in English at https://cwa.org/cwa-ebb-flyer-english and in Spanish at https://cwa.org/cwa-ebb-flyer-spanish. Please also ask your members to post the flyer on bulletin boards and other public notice areas in their community.

The FCC has a website with additional materials to help you spread the word about the Emergency Broadband benefit including social media content, additional flyers, and sample news releases. The website address is www.fcc.gov/emergency-broadband-benefit-outreach-toolkit.


MONTHLY MAY EXECUTIVE BOARD & MEMBERSHIP MEETINGS

The E-Board and Membership meetings will be held on Tuesday, June 8, 2021. This is the first time that we will have a membership meeting since the Covid pandemic hit last year in March 2020. Please be aware that social distancing & masks will be required. We will allow as many as possibly to be safe. Also, if you are sick, have Covid or been exposed to Covid please do not attend.

Executive Board meeting 5:30pm

General Membership meeting 6:30pm

Please mark your calendar & make a commitment to attend the monthly union meetings. As members we all have the privilege to attend, vote and speak at these meetings. It is not just for officers and stewards, we all( officers, stewards, all members), make up the “union”. Please bring any questions, comments or concerns that you may have. We will have a few topics to cover and provide updates on bargaining and other things going on in our different departments and areas. Please come and join us.


SURVEY TO WORK FROM HOME TITLES

Survey to Work From Home Titles

D6 District Headquarters received reports from Unity@Mobility members that the training provided to Business CS Specialists and Premier Service Consultants (work from home titles) is lacking. Since the pandemic, training has transitioned to being virtual, they are shorter sessions, and do not provide follow-up assistance once workers are working remotely.
As a result, activists have asked for a survey be sent to workers in these titles asking them about their training experience. They want to hold the Company accountable for not giving them the tools to succeed in their jobs. This survey will give us a better idea of what needs to improve and how to fight for these improvements.

The District will host a Hustle text bank in the next couple of weeks to reach out to these titles. In the meantime, if you’d like to share the survey with your members, here’s the link: https://forms.gle/krSBYWd1bNihw1Yi7


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