Associate Director - customer Service

Associate Director-Customer Service

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: Typical tasks may include, but are not limited to, the following:

• 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. 5+ 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!

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.