Customer Support Specialist – Mobility

We are looking for a Customer Support Specialist to support customers throughout their Mobility order journey. This role is responsible for making outbound customer callbacks, providing order updates, addressing billing and account concerns, and ensuring pending issues are resolved promptly.

The ideal candidate has a strong background in customer service and sales, with experience handling billing concerns, making outbound calls, and managing customer issues from initial contact through resolution. Experience in telecommunications, wireless, or AT&T Mobility is an advantage.

Key Responsibilities

• Make outbound calls to customers regarding their Mobility orders and account concerns
• Provide timely updates on order status, activation, port-in, and other pending requirements
• Review and explain billing, account, and order-related information clearly and accurately
• Address customer questions, concerns, and complaints in a professional and solution-oriented manner
• Investigate issues and provide appropriate resolutions or next steps
• Educate customers on order processes, billing adjustments, credits, requirements, and applicable next steps
• Conduct follow-up calls to ensure outstanding concerns and pending requirements are properly addressed
• Coordinate with internal teams to resolve issues that require additional support
• Document customer interactions, concerns, resolutions, and follow-up actions accurately in the CRM or customer account system
• Identify opportunities to retain customers, strengthen relationships, and support sales or upselling initiatives when appropriate
• Maintain a professional, empathetic, and customer-focused approach on every interaction

Qualifications

• At least 2 years of Customer Service experience
• At least 1 year of Sales experience, either inbound or outbound
• Experience handling billing inquiries, account concerns, or billing-related issues
• Experience making outbound customer calls or callbacks
• Strong verbal and written communication skills
• Strong problem-solving and issue-resolution skills
• Comfortable handling difficult customer conversations and resolving concerns professionally
• Ability to explain billing, account, and order information clearly
• Strong attention to detail and ability to accurately document customer interactions
• Ability to multitask and manage multiple customer follow-ups
• Comfortable working with CRM and customer account management systems

Preferred Qualifications

• Experience in telecommunications, wireless, or AT&T Mobility
• Customer retention or relationship management experience
• Sales, upselling, or cross-selling experience
• Billing and account management experience
• Knowledge of mobility orders, activation, port-in processes, or wireless services
• Experience supporting U.S. customers

What We're Looking For

We're looking for someone who can communicate clearly, take ownership of customer concerns, and follow through until issues are resolved. The successful candidate should be comfortable balancing customer service with sales awareness while maintaining accuracy when handling billing and order information.