Dr. Nora Sherman
Human Resource Management
April 9, 2012
Table of Contents
Overview Summary, Responsibilities, Knowledge & Skill, Qualifications
Hiring Assessment & Selection Process
Compensation & Benefits
Employee Discipline & Grievance Policy…..4
Customer Service Rep-Roadside Assistance
Category: Customer Service
Rate: $9.50/hr *start salary
Job Type: Full-time; 5a.m.-2p.m. & 9a.m.-6p.m.
Location: Houston, TX
AT&T is one of the world’s largest wireless company and its continually growing day to day. We are seeking dedicated candidates with a will to help others in need for our roadside assistance program.
Provide excellent customer service to customers, providers and staff working with or in need of roadside assistance. Expedite the assistance process by collecting specified information from the customer, contacting providers in specified areas to assist and dispatching calls. Communicating with customers to make sure all needs or met or at least is not left without an option.
Obtain needed information and be able to determine the service that the customer needs Build rapport with customer
Answer inbound calls
Make outbound calls to providers
Provide customer service
Dispatch non-emergency police if necessary
Provide general information to customer about their insurance Calculate possible payments that may need to be made
Knowledge & Skill
The ability to operate a personal computer and basic office equipment Be able to read and understand a map
Be able to make sound decisions
Great customer service skills
Be able to add & subtract
High School Diploma or equivalent
At least six months of customer service experience
Be able to work overtime if needed
Have great written and verbal skills
Be authorized to work in the United States
The Recruitment Process
There will be postings under the AT&T employee website for open positions. Current employees will have a week to view the posting one week before it is posted to the public. This will give the internal employees a chance to change roles in the work area. The deadline for the posting will also end a week earlier than it would for the public. Referrals from current employees
Current employees will also have the opportunity to refer friends and family for recruitment. Employees will receive an $200 incentive for a successful referrals. They will receive $100 after the employee has finished training and the rest after the new employee has finish their 90 day probationary period.
Internet advertising, career sites and social media
The position will be posted for two weeks on job sites such as; Indeed, Monster, and also available for some temporary agencies. During those two weeks it will also be advertised in the Houston Greensheet and websites such as Google, Yahoo, Facebook and Twitter. The recruitment process will last three weeks which includes one week for internal employees and two for potential employees. If by any chance there are not any qualifying candidates the time frame will be extended. AT&T is an equal opportunity employer.
Hiring Assessments/Selection Tools
Drug screening test
During the hiring process two assessments...