• Sutherland Global Services

    job fairSutherland 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



    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


    • 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


    • 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


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

    appropriate attire and a resume.


    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



    Sutherland Global Services

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