Supv-Customer Svc - Full-time / Part-time

Responsibilities

Responsible for the day-to-day operations of a team of Customer Service Respresentatives which includes, but is not limited to:

• Developing,training, coaching and motivating a team to achieve a high level of customer satisfaction and provide ongoing feedback
• Monitoring performance of direct reports according to established standards
• Planning, directing and evaluating performance
• Participating in hiring decisions and conduct performance appraisals

Successful candidate must have/be able to:

• Troubleshoot hardware/software issues, identify Network/appication issues
• Provide information on how to set up/use products and answer questions related to products and services offered
• Listen to internal and external customers and communicate extremely complex and technical information clearl and concisely
• Effectively communicate ideas and recommendations to all levels within the department
• Present ideas effectively to individuals or groups; express ideas and information clearly in written form based on the needs of the audience
• Maintain up to date technical product/service training, knowledge and skill to support internal and external customers as well as direct reports
• Support and facilitate the development of others' knowledge and skills, providing timely feedback and guidance to help them reach goals
• Make decisions or recommendations that contribute to the overal success of projects and programs with the Customer Service organization
• Work a flexible schedule that may include evenings, nights, weekends and holidays

Requires a range of skills within a professional discipline including familiarity with principles, theories, concepts and technologies as well as applied knowledge of established procedures, policies and practices.

Responsible for supervising a team of employees including planning work and dividing it among employees; training, coaching & counseling employees, directing the work of employees; managing the performance of the employees including setting objectives, assessing performance, placing employees on performance improvement plans, and recommending disciplinary action. Will also recommend hiring and pay increases if workforce is non-bargained for. Typically reports to a Band 6 Manager.

Qualifications

Minimum of 4 years of Customer Service experience required ( 2 years of  experience in a telecommunications call center environment preferred)

One -Two years of supervisory experience preferred

Equal Employment Opportunity

• Verizon is a Federal Contractor
• Verizon requests veteran priority referrals
• Verizon is an equal opportunity and affirmative action employer M/F/Disability/Vet.