This position requires office presence of a minimum of 5 days per week and is only located in the location(s) posted. No relocation is offered.

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: Lead, coach, and support a team of employees responsible for provisioning and configuring business services and network solutions. Enforce Policies and Procedures: Provide oversight and direction on complex, specialized, and high-impact technical issues to ensure timely and effective resolution.

Monitor Performance Metrics: Monitor workload, performance, service delivery metrics, and team priorities to ensure operational objectives are met.

Manage Escalations and CRM: Serve as a primary escalation point for employees, internal partners, external stakeholders, and customers as needed.

Improve Operational Processes: Coordinate across multiple internal and external teams to remove barriers, align priorities, and drive tasks and projects to completion.

Review, analyze, and track technical problems, trends, and root causes to support continuous improvement.

Ensure employees communicate professionally and provide clear, accurate updates to stakeholders throughout the service delivery process.

Promote accountability, collaboration, and strong organizational practices while managing multiple priorities in a fast-paced environment.

Qualifications: Proven leadership or supervisory experience, preferably in technical support, service provisioning, network configuration, or a related operational environment.

Strong ability to lead teams, coach employees, manage performance, and support employee development.

Demonstrated experience resolving or overseeing complex technical issues and escalations.

Excellent communication, coordination, and stakeholder management skills.

Experience working with cross-functional teams to drive timely resolution of tasks, projects, and customer-impacting issues.

Strong organizational, analytical, problem-solving, and multitasking abilities.

Ability to maintain professionalism, accountability, and sound judgment while managing competing priorities.

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.

Our Manager-Customer Service earns between$79,200 - $118,800 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

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If youre ready to make an impact on our business and your career, bring your bold ideas to a world of possibility. Apply today!

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

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