Customer Service Representative

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.