Job Description:

This position requires office presence of a minimum of 5 days per week and is only located in the location(s) posted. No relocation is offered.

At AT&T, we empower leaders to drive change in a fast evolving, connected world. Your strategic vision will help serve customers and transform lives through innovative solutions and impactful connections.

Overall Purpose: This role is dedicated to providing exceptional service and resolving high-priority and high-risk customer issues with efficiency, empathy, and excellence. The role involves handling escalations originating from the Office of the President and managing fraud and security threats, ensuring compliance with organizational policies and achieving optimal customer satisfaction and retention.

Key Roles and Responsibilities:  Typical tasks may include, but are not limited to the following:
•  Customer Service Excellence & Escalation Management: Deliver exceptional service across various channels by addressing billing inquiries, service requests, complaints, and service discontinuation requests. Handle complex, high-priority complaints and high-risk escalations involving fraud, social engineering, and security threats, including those from the Office of the President.
•  Technical Expertise & Risk Management: May utilize advanced knowledge in fraud cases, technical systems, and risk management to resolve technical product support issues, mitigate fraud-related events, and settle claims.
•  Cross-functional Leadership & Collaboration: Engage with enterprise account teams, Chief Security Office, Asset Protection, Legal, and high-profile customers during fraud incidents to restore trust, maintain relationships, and ensure effective resolution.
•  Investigation, Documentation & Compliance: Conduct thorough investigations of escalated issues, maintain accurate records, ensure compliance with organizational policies and regulatory requirements, and respond to inquiries from government agencies.
•  Training, Development & Continuous Improvement: May develop and deliver fraud training, write and edit operational procedures, enhance cyber event readiness strategies, lead initiatives to protect customers, and manage high-risk issues.
Job Contribution: An experienced professional with advanced, interdisciplinary knowledge, resolving difficult and complex issues using broad professional concepts. Guides others, applying advanced principles and company practices. Leads moderate sized projects (or parts of larger projects) with strategic value. Operates autonomously with frequent senior leadership interaction.

Supervisory: No 

Education/Experience: Bachelor's degree (BS/BA) desired.  3+ years of related experience. Certification is required in some areas.

Our Specialist Service Mgr Customer Relations earns between $58,400 - $87,600 USD Annual. Not to mention all the other amazing rewards that working at AT&T offers. Individual starting salary within this range may depend on geography, experience, expertise, and education/training.  

Joining our team comes with amazing perks and 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

If you’re ready to make an impact on our business and your career, bring your bold ideas to a world of possibility. 

Ready to join our team? Apply today!

Weekly Hours:

40

Time Type:

Regular

Location:

Atlanta, Georgia

Salary Range:

$58,400.00 - $87,600.00

It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made.

Job ID R-81452-1 Date posted 09/04/2025