AT&T Customer Service Associate

Position Overview

Be the Heart of Our Service: Be an AT&T Customer Service Associate with Encore Promotions in Atlanta, where your voice and empathy help customers stay connected! Encore Promotions, a top direct sales and marketing firm in Atlanta, is on the lookout for empathetic, customer-first individuals to join our team as AT&T Customer Service Associates. In this role, you’ll be the voice of support—delivering exceptional service, building lasting relationships, and ensuring every customer interaction reflects the quality and care AT&T is known for. As an AT&T Customer Service Associate, you’ll serve as a key connection between customers and the AT&T brand, delivering personalized support that makes a real difference. With in-depth training, you’ll become well-versed in AT&T’s full suite of services, equipping you to resolve questions, troubleshoot issues, and guide customers with clarity and care.

Responsibilities: What You’ll Be Doing

• Serve as the primary contact for AT&T customers, addressing questions and providing expert guidance on internet, TV, wireless, and home phone services
• Actively listen to customer concerns, identify issues, and deliver timely, empathetic solutions that build trust
• Walk customers through troubleshooting steps or escalate complex technical matters to the appropriate support teams
• Clearly explain billing, account details, service features, and promotions to ensure full understanding
• Process service upgrades, account changes, and customer requests with accuracy and efficiency
• Resolve complaints professionally using de-escalation techniques to ensure positive outcomes and customer satisfaction
• Maintain detailed records of all customer interactions and updates in the CRM system
• Stay sharp through ongoing training to remain up to date on AT&T’s evolving products, systems, and service standards

Qualifications: Required Qualifications

• High school diploma or GED required; must be 18+ and legally authorized to work in the U.S.
• 0–2 years of experience in customer support, retail, hospitality, or similar people-facing roles
• Clear, professional communicator with a warm, empathetic tone
• Strong active listening and problem-solving skills to resolve customer concerns effectively
• Naturally builds rapport and trust with diverse personalities
• Patient, emotionally intelligent, and calm under pressure
• Comfortable with basic computer systems and quick to learn new tools like CRM software
• Detail-oriented and organized, with a knack for keeping customer info accurate and up to date

Preferred Qualifications

• You live to solve problems, because chaos is just opportunity in disguise, and you’re disturbingly good at taming it
• You explain tech so clearly, it’s almost suspicious, like you’ve made a deal with the Wi-Fi gods
• You thrive in unpredictable situations, because let’s face it: calm is boring, and you secretly enjoy the storm
• You handle angry customers with the grace of a villain monologuing, cool, composed, and always in control
• You absorb feedback like a cursed mirror, reflecting, adapting, and somehow getting sharper every time