As a Bilingual Customer Service Representative for AT&T, I was responsible for handling any questions or requests the consumer had with the utmost professionalism. I would be responsible for setting up new telephone service accounts, internet services, cellular service, and TV services. I also handled the removal or addition of any additional services on the account as requested by the customer. I would also offer alternate solutions to services or packages if they wanted to downgrade services or even disconnect services in an attempt to retain their business. I would make recommendations according to the customer's needs on the different services available and would be required to upsell and have a monthly quota which I was able to obtain on a monthly basis. I was responsible for having a working knowledge on all the products that the company had to offer as well as promotions and plans that were out only for a limited amount of time and their expiration times to avoid providing the customers with wrong information. We also had to have a knowledge of the systems needed to complete purchases and those needed to take customer payments. I would also answer any question the customer had and would adjust charges if an error was found on their bill. I also got the opportunity to assist new hires when they were in their training period.
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