Customer Service Representative - Call Center - Hilliard, Ohio - Full-time / Part-time

Join us as we create the world-class customer experience that sets us apart. Enhance lives with powerful technology and be part of the team that helps customers get the most out of our innovative products and services every day.

Responsibilities

Responsibilities

This role handles a high volume of inbound customer calls and is responsible for providing high quality customer service on calls that are generally routine and sometimes unique in nature.

This role is also responsible for conducting Tier 1 trouble shooting when customers require device assistance. This position provides customer service transactions, including but not limited to; equipment troubleshooting, call handling, billing, service and equipment inquiries and all other customer transactions. Handles own customer escalations and minimizes transfers
Customer Interactions
Listens and responds appropriately in all customer interactions.
Manage customer relationships by performing the full range of customer service functions.
Uses common courtesy and discretion to achieve customer loyalty.
Empathizes and acknowledges customer to create trust and partnership.

Customer Solutions
Uses negotiation and problem solving skills to resolve customer concerns.
Utilizes troubleshooting guides and Tier 1 troubleshooting on all calls that require device assistance.
Identify and assess customer needs based on interactions.
Troubleshoot and communicate technical answers clearly and concisely.
Takes accountability for and resolves all customer issues and follow up when appropriate.

Customer Loyalty & Growth
Review all customer account information while on calls to identify and match customer's need with the appropriate product and / or service (e.g., upgrades, adding a line).
Utilize tools and resources on every call to make appropriate recommendations to customers.
Offers and educates on the benefits of products and services and explains how the recommendations will add value to the customer’s wireless experience.
Recognizes bells of churn and responds with effective recommendations.

People and Teamwork
Demonstrates personal commitment to VZW code of conduct and business guidelines in all areas of work.
Adheres to attendance guidelines to ensure successful contribution to team’s goals and performance.
Demonstrates personal commitment to work effectively and become a valuable member of the VZW team.
Flexible and willing to help work on department initiatives as needed.

Qualifications

Qualifications

Previous Customer Service Experience
Ability to multi-task and use on-line resources
Ability to troubleshoot billing and equipment questions
Associates degree or higher preferred
Strong problem solving and decision making skills
Ability to handle large volume of work while maintaining focus on the customer
Must meet time in title requirements for current role
Must have a current performance rating of Performing

All VZW employees who apply to the call center Customer Specialist position must take & pass the assessment.

VZW employees applying to Customer Specialist position that are currently in that same title but in a different location, will not have to take the assessment since they are currently in the role (i.e., If an employee working as a Customer Specialist in the Wilmington call center applies to a Customer Specialist position in the Dublin call center will not need to take the assessment).

The $250 referral program is applicable to the 2-23-15 class. (Please send your referral forms to Amanda Fourman in our local HR in Hilliard.)

Equal Employment Opportunity

Reasonable accommodations where necessary, will be made for qualified candidates who have limitations due to permanent disabling conditions. Verizon Wireless is an equal opportunity employer.

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.