About Company
BT Group is one of the world’s leading communications services companies, connecting millions of people and businesses worldwide. With a rich history of innovation, we’re at the forefront of digital transformation, offering a wide range of services from broadband and mobile to IT solutions and cyber security. While our roots are firmly in the UK, our global reach and ambition drive us to deliver exceptional service and cutting-edge technology everywhere we operate. We believe in empowering our employees to make a real difference, fostering a culture of collaboration, respect, and continuous learning. Join BT Group and be part of a team that’s building a better-connected world, dedicated to solving complex challenges and improving everyday lives through connectivity.
Job Description
Are you passionate about helping people and eager to kickstart your career in a dynamic customer service environment? BT Group, a global leader in telecommunications, is seeking enthusiastic and dedicated Call Center Agents to join our growing team in Rome, Georgia. This is an exciting opportunity to become the front-line voice of a globally recognized brand, directly impacting customer satisfaction and loyalty with every interaction. As a Call Center Agent, you will be the essential first point of contact for our valued customers, providing exceptional support, efficiently resolving inquiries, and expertly guiding them through our extensive range of services with unparalleled professionalism, patience, and empathy. Your ability to connect with customers and provide solutions will be key to their positive experience and our continued success.
We are looking for individuals who thrive in a fast-paced setting, possess truly excellent verbal and written communication skills, and have a genuine, unwavering desire to assist others. In this pivotal role, you’ll be responsible for handling a high volume of inbound calls, meticulously addressing customer concerns, skillfully troubleshooting technical and service issues, and providing accurate, up-to-date information about our diverse portfolio of products and services. Rest assured, comprehensive and ongoing training will be provided to ensure you have all the necessary tools, deep product knowledge, and confidence needed to not only succeed but also excel in your role. This role offers more than just a job; it’s a clear pathway to developing invaluable professional skills, building a truly rewarding career within a prominent global enterprise, and becoming an integral part of a supportive, collaborative team committed to operational excellence. If you are a natural communicator, a quick learner, possess strong problem-solving capabilities, and are ready to make a significant positive impact every single day, we wholeheartedly encourage you to apply and join the BT Group family. We pride ourselves on fostering an inclusive and diverse environment where every voice is heard, respected, and valued, ensuring that our team members feel genuinely empowered, supported, and motivated in their professional journey. Your contributions will be absolutely pivotal in maintaining our esteemed reputation for outstanding customer service and driving our overarching mission to connect everyone, everywhere, seamlessly.
Key Responsibilities
- Answer inbound calls promptly and professionally, maintaining a positive, empathetic, and professional attitude toward customers at all times.
- Respond to customer inquiries by clarifying information, researching solutions, and providing comprehensive answers regarding BT Group's products and services.
- Resolve customer complaints efficiently and effectively, escalating issues to the appropriate department when necessary to ensure complete customer satisfaction.
- Maintain detailed and accurate records of customer interactions, transactions, comments, and complaints using our CRM system.
- Follow communication procedures, guidelines, and policies diligently.
- Work collaboratively with team members and other departments to improve overall customer experience and operational efficiency.
- Participate in ongoing training and development sessions to stay updated on product knowledge and service offerings.
- Contribute to a positive team environment by assisting colleagues and sharing best practices.
Required Skills
- High school diploma or GED equivalent
- Proven ability to maintain a positive attitude in a fast-paced environment
- Exceptional verbal and written communication skills
- Strong active listening and problem-solving abilities
- Proficiency with basic computer applications and willingness to learn new software
- Customer-centric mindset with a passion for helping others
- Ability to work independently and as part of a team
Preferred Qualifications
- Previous experience in a call center or customer service role (6+ months)
- Familiarity with telecommunications products and services
- Experience using CRM software and ticketing systems
- Associate's degree or some college coursework
Perks & Benefits
- Competitive hourly wage with performance incentives
- Comprehensive health, dental, and vision insurance plans
- Paid time off (vacation, sick leave, holidays)
- 401(k) retirement plan with company match
- Extensive training and continuous professional development opportunities
- Clear pathways for career growth and advancement within a global company
- Employee assistance program (EAP)
- BT Group product and service discounts
How to Apply
To apply for this exciting opportunity, please click the application link below. You will be redirected to our careers portal where you can submit your resume and complete the online application. We look forward to reviewing your qualifications and learning how you can contribute to the BT Group team.