Job Description: At AT&T we're redefining the future of connectivity. At our core is a passion to serve our customers with products and services that create connections, improves lives and allows millions to share the stories and experiences that matter.
Overall Purpose: Responsible for the provisioning of Mobility orders from creation through delivery/service activation. Provide offline support to both internal and external teams, such as Business Sales/Account managers, and Business customers' contacts. Ensure a high-level customer experience throughout the order fulfillment process, contributing to issue resolution so customer needs and SLAs are met.
As Sr Associate Order Management, you will be responsible for: Gather key order specifications, establish order requirements, provisioning, and tracking.Review all systems to ensure all elements of the order are captured accurately and consistently from database to database.Collaborate with customer, sales, network, and operations, to ensure workflow is followed, and SLAs are met.Provide offline support to both customers and service managers, for new service and activations, account maintenance actions and billing issues.Review customer requests from submission to completion, providing the best customer experience, setting customer expectations, and educating internal and external contacts on the workflow.Coordinate provisioning and customer to ensure successful implementation and deployment of complex orders of company products. May assist in troubleshooting with Provisioning Technical Expert, customer vendor, or customer.This position is held accountable for resolving customer issues to ensure customer satisfaction.Position has independent authority to escalate to whatever level as necessary to expeditiously resolve customer complaints.Uses online tools to extract, analyze and customize data for stewardship reports that include provisioning, maintenance, and billing.Responsibilities for this role may include both the order create and order manage phases of the process. Works independently with general supervision. Problems faced are difficult but not complex.Requirements for this opportunity: Bilingual – must be fluent in both English and Spanish.Education: Bachelor's or associate's degree preferred.Experience: Preferably related business Order Management experience.Strong management skills for complex orders.Comfortable handling customer issues to resolution.Manage stress and accomplish deadlines.Excellent verbal, written, interpersonal, and organizational skills in both English and Spanish languages.Critical thinking, analysis, problem solving, and attention to detail.Flexible and adaptable, working in an ever-changing environment.Able to build and work with diverse and collaborative teams.Inspire high performance.Open to continuous mentoring/coaching.Ability to multi-task and handle several priorities.Taking initiative and striving at creating results.This position is 100% Office.Your future is calling. Apply today! Weekly Hours: 40
Time Type: Regular
Location: Naucalpan De Juarez, Estado de Mexico, Mexico
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