Customer Service Representative - Call Center

Responsibilities

With your knack for solving tough problems and your focus on delivering exceptional customer service, you will thrive in a Customer Specialist job with Verizon.
Here, you’ll harness your impressive multi-tasking and tech-savy skills to resolve challenging customer issues including device-related troubleshooting, billing, service inquiries and more. Answering a high volume of customer calls, you'll deliver innovative, individualized solutions, satisfying the ever-changing needs of our diverse customer base. Through it all, your ability to form a trusted bond, listen attentively and respond to their inquiries will make you the critical touch point between Verizon and our valued customers.

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

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

If you have a passion for people, previous customer service experience and preferably an Associate’s Degree or higher, discover how you can build your career with a company that’s building the future of technology. Learn more about the Customer Specialist career that sparks your interest and apply today.

Equal Employment Opportunity

Verizon is an equal opportunity and affirmative action employer M/F/Disability/Vet