Our call center teams go beyond answering the phone; they are the human connection that drives trust and loyalty for the brand. At AT&T, our representatives are not only the frontline of customer experience, they transform every interaction into an opportunity for meaningful engagement and long-term customer relationships. These roles are some of the best launching pads for personal and professional growth, encouraging individuals to develop valuable skills and advance their careers within the company. Assistant Vice President, Louie shares how empathy, innovation, and culture make these roles both impactful and rewarding.
Building loyalty one call at a time
“We start with the customer, period!” Louie starts. “By truly listening and understanding the person behind the problem, our experts create meaningful connections. When we put empathy at the heart of every interaction, we build trust that lasts beyond a single call.”
That trust translates into customer loyalty. When our representatives are resolving technical issues or billing questions, they are creating moments that keep customers choosing AT&T again and again.
“Customers can feel when they are genuinely being cared for, and that care drives loyalty.”
Blending innovation with authenticity
While empathy forms the foundation of our customer interactions, technology amplifies our ability to deliver exceptional service. Louie believes the future will favor teams that blend innovation with authenticity as Gen AI and automation transform the industry.
“Advanced tools like Gen AI are transforming how we serve customers, but their true power lies in providing new insights and enhancing the way we work,” says Louie. “These technologies enable AT&T to anticipate customer needs, streamline solutions, and deliver better outcomes.
Technology doesn’t replace human connection, it strengthens it. Experts focused on making every conversation seamless, genuine, and memorable, supported by tools that enhance service efficiency and speed — backed by the confidence of our AT&T Guarantee.
From entry-level to leadership
Marcus Reed, an expert at the Richardson call center, receives recognition for outstanding achievement and performance in July 2025.
According to Louie, AT&T’s call centers are far from being just an entry-level job, they have served as a stepping stone for cultivating some of the company’s strongest leaders. “The care center is one of the best training grounds in the company,” he states. “We learn how to communicate clearly, simplify the complex, and build confidence in every interaction. It is also a place where resilience, adaptability, and teamwork come to life.”
Many leaders at AT&T began their careers on the phones, giving them a deep understanding of what it means to support our customers. For new candidates, this means that call center roles open doors not only to growth within AT&T but also to skills that are highly transferable across the organization.
A culture that fuels growth
Louie points to culture as a defining factor that sets AT&T call centers apart. Joining an AT&T call center, you are stepping into more than a job. “You are stepping onto a career path where growth and development are built in,” he explains. The standards are set high by embracing new skills and perspectives, and inspiring others to do the same. Here, employees can rely on supportive teammates, dedicated leaders who invest in their progress, and a company that celebrates individual achievements. From the very first day, Louie says, “You will make an impact by helping real people with real needs and building the kind of experience that makes them proud to be our customer.”
“What makes our culture stand out is that we push ourselves to move faster, act boldly, and win as one,” he says. “We share a commitment to grow, to develop talent, and put the customer in the center of everything we do. That combination is what turns a call center role into a career and what makes AT&T such a powerful place to build your future.”
For those considering a role in AT&T’s call centers, the opportunity is clear: join a team that values empathy, leverages technology for good, and builds careers that make a lasting impact.
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