AT&T · 13 hours ago
Manager-Customer Service
Richardson, TX
Full-time
Onsite
Mid Level
$79K/yr - $119K/yr
3+ years expAT&T is a global leader in communications and technology, and they are seeking a Manager-Customer Service to oversee and guide customer service operations via chat. This role involves leading a team, enforcing policies, managing escalations, monitoring performance metrics, and improving operational processes to ensure high customer satisfaction and team development.
Telecom & CommunicationsEnterprise SoftwareAppsCollaborationCommunications InfrastructureMobileService IndustryTelecommunicationsWireless
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
Qualification
Required
Bachelor's degree (BS/BA) desired
3+ years of related experience
Office presence of 5 days per week
Oversee and guide customer service operations via chat
Ensure efficient resolution of escalated issues
Maintain high customer satisfaction
Foster team development and performance
Guide, train, and evaluate customer service representatives for optimal performance
Develop and monitor adherence to company policies and operational procedures
Resolve escalated issues and oversee customer retention strategies
Track and report on team performance, ensuring quality and service standards are met
Plan, direct, and enhance workflows and systems for increased efficiency and effectiveness
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.
Company
AT&T
AT&T is a telecommunications company that provides wireless communications, internet and digital television services.
10001+ employees
H1B Sponsorship
AT&T has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (575)
2024 (586)
2023 (282)
2022 (450)
2021 (271)
2020 (162)
Funding
Current Stage
Public CompanyTotal Funding
$5.04BKey Investors
National Telecommunications and Information Administration
2025-09-19Post Ipo Debt· $5B
2024-02-12Grant· $42.3M
2023-01-19Grant· $2.2M
Leadership Team
Jeremy Legg
Chief Technology Officer
Pascal Desroches
Senior Executive Vice President and Chief Financial Officer
Recent News
2026-02-12
2026-02-12
Company data provided by crunchbase