Job Description

Position: CSAT Agent

Location: Plano, TX (Onsite)

Duration: FTE/ Direct Hire

Job Description:

The CSAT Agent safeguards customer satisfaction during circuit discontinuance and migration activities across designated wire centers. You will proactively communicate, capture feedback, resolve issues, and drive CSAT improvements throughout the transition, partnering closely with Engagement Managers, Fulfillment Executors, and Data Analysts. The objective is to ensure continuity of service, transparent communication, and optimal customer satisfaction during migrations and disconnections.

CSAT measurement & improvement:

Run structured CSAT touchpoints (surveys, callbacks), log qualitative comments, and convert feedback into improvement actions.

Collaborate with Data Analysts to segment dissatisfaction drivers and publish weekly insight summaries to pod leadership.

Stakeholder collaboration

• Work hand‑in‑hand with Engagement Managers and client sales teams to align messaging and resolve customer concerns quickly.
• Maintain accurate case notes and status in program trackers/dashboards; contribute to governance and reporting cadences.

Compliance & documentation

• Adhere to AT&T standards for data accuracy, privacy, and communication records; ensure inventory disposition is reflected in the systems of record.

Outcomes & KPIs (program‑aligned)

• Customer Satisfaction (CSAT): Achieve/maintain target CSAT for migration interactions; reduce escalations week‑over‑week across pods. (Program emphasis on “optimal customer satisfaction.”)
• First‑Contact Resolution (FCR): Resolve defined classes of issues without handoff; hit FCR targets agreed in pod runbooks.
• Communication Quality: 100% adherence to approved outreach scripts and compliance requirements; zero privacy incidents.
• Data Hygiene: 100% accurate case logging and disposition updates in trackers/dashboards.

Qualifications:

• 2–4 years in customer success, enterprise care, or telecom migration projects with measurable CSAT outcomes.
• Excellent verbal/written communication; ability to simplify complex migration steps for enterprise stakeholders.
• Experience with ticketing/CRM tools and structured survey/feedback collection.

Salary Range: $40,000 - $55,000 per year

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