Manager-Customer Service

This position requires office presence of 5 days per week and is only located in the location(s) posted.

Overall Purpose
Oversee and guide customer service operations via chat, 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 the daily operations of their team, ensuring that tasks are completed efficiently and effectively. This role focuses on immediate team management, task delegation, and the resolution of day-to-day issues. Typically leads occupational staff within the organization. Responsible for influencing decisions regarding the hiring, firing, disciplinary action and promotional activity for subordinates.

Supervisor: Yes

Education / Experience
Bachelor’s degree (BS/BA) desired. 3+ years of related experience.

Manager‑Customer Service earn between $79,200 – $118,800 Annual + commission and target incentive. Individual starting salary within this range may depend on geography, experience, expertise, and education/training.

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.

Work Hours & Location
Weekly Hours: 40
Time Type: Regular
Location: Richardson, Texas
Salary Range: $79,200.00 – $118,800.00

We are an equal opportunity employer. AT&T is committed to providing 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. 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.

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