Associate Director - customer Service

Associate Director-Customer Service

This position requires office presence of a minimum of five days per week and is only located in the location(s) posted. No relocation is offered. At AT&T, we empower leaders to drive change in a fast-evolving, connected world. Your strategic vision will help serve customers and transform lives through innovative solutions and impactful connections.

Overall Purpose: Oversee and guide customer service operations, ensuring efficient resolution of escalated issues, maintaining high customer satisfaction, and fostering team development and performance.

Key Roles and Responsibilities:

• Lead and Develop Team: Guide, train, and evaluate customer service representatives for optimal performance.
• Enforce Policies and Procedures: Develop and monitor adherence to company policies and operational procedures.
• Manage Escalations and CRM: Resolve escalated issues and oversee customer retention strategies.
• Monitor Performance Metrics: Track and report on team performance, ensuring quality and service standards are met.
• Improve Operational Processes: Plan, direct, and enhance workflows and systems for increased efficiency and effectiveness.

Job Contribution: Oversees operational aspects of the department, focusing on the day-to-day management of related initiatives. This role is primarily concerned with the implementation and execution of strategies developed by higher management. Typically leads entry-level and career-level staff within the organization. Responsible for influencing decisions regarding the hiring, firing, disciplinary action, promotional activity, and pay decisions for subordinates.

Supervisor: Yes

Education/Experience: Bachelor's degree (BS/BA) desired. Five+ years of related experience. Our Associate Director-Customer Service earns between $94,300 - $141,500 USD Annual. Not to mention all the other amazing rewards that working at AT&T offers. Individual starting salary within this range may depend on geography, experience, expertise, and education/training.

Joining our team comes with amazing perks and benefits:

• Medical/Dental/Vision coverage
• 401(k) plan
• Tuition reimbursement program
• Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
• Paid Parental Leave
• Paid Caregiver 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
• Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone

If you're ready to make an impact on our business and your career, bring your bold ideas to a world of possibility. Apply today! Ready to join our team? Apply today!

Weekly Hours: 40

Time Type: Regular

Location: Tulsa, Oklahoma

Salary Range: $94,300.00 - $141,500.00

It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made. AT&T will consider for employment qualified applicants in a manner consistent with the requirements of federal, state and local laws. We expect employees to be honest, trustworthy, and operate with integrity. Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status.