• 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

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