Benchmarking, Broadband, Campaigns, Communication Skills, Customer Relations, Customer Relationship Management (CRM), Customer Satisfaction, Customer Support/Service, Customer/Client Research, Detail Oriented, Document Management, Documentation, High Reliability, High School Diploma, Marketing Communications, Marketing Software, Onboarding, Organizational Skills, Performance Analysis, Problem Solving Skills, Schedule Development, Time Management
At Emerald Edge , we're hiring a Customer Service Representative in Charlotte to ensure a smooth onboarding experience for AT&T Fiber customers. The Customer Service Representative is the welcoming first point of contact, guiding customers through service selection and ensuring every interaction reinforces satisfaction with AT&T Fiber.
Who We Are
We are Emerald Edge . We specialize in marketing solutions that deliver real customer impact. Our partnership with AT&T is built on a single goal: to connect communities to the unparalleled reliability of high-speed fiber internet, powering progress one campaign at a time.
What Will I Be Doing as a Customer Service Representative?
- Support AT&T Fiber outreach campaigns by introducing service options across commercial zones using structured engagement protocols.
- Assist customers with service selection, onboarding documentation, and activation workflows to ensure timely and accurate delivery.
- Respond to service inquiries with professionalism and clarity, resolving issues and escalating gaps through AT&T’s internal support systems.
- Maintain CRM accuracy by logging customer interactions, service status, and pipeline movement to support campaign tracking and performance visibility.
- Coordinate with internal teams to align provisioning readiness and delivery benchmarks with AT&T Fiber standards.
- Monitor territory performance and share actionable insights to refine outreach strategy, improve customer satisfaction, and support retention goals.
What Do I Need to Bring to the Table as a Customer Service Representative?
- High school diploma or GED required; coursework in business, marketing, or communications is preferred.
- Experience in service coordination or structured outreach—preferably within telecom or subscription-based environments focused on enrollment and delivery.
- Strong communication skills and a solution-focused mindset; capable of guiding service decisions and supporting AT&T Fiber acquisition goals across multiple sectors.
- Highly organized and detail-oriented; manages documentation, scheduling workflows, and activation benchmarks with precision and consistency.
- Proficient in CRM systems; interprets customer data to improve pipeline accuracy, campaign tracking, and engagement strategy.
- Self-driven and performance-focused; thrives in structured, goal-oriented environments with clear growth pathways and measurable outcomes.