Customer Service Representative - Call Center

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

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.

Responsible for conducting Tier 1 trouble shooting when customers require device assistance; Provide customer service transactions, including but not limited to: equipment troubleshooting, call handling, billing, service and equipment inquiries and all other customer transactions. Handle own customer escalations and minimize transfers.

Listen and respond appropriately in all customer interactions; Manage customer relationships by performing the full range of customer service functions; Use common courtesy and discretion to achieve customer loyalty; Empathize and acknowledge customer concerns to create trust and develop a partnership.

Use negotiation and problem solving skills to resolve customer concerns; Identify and assess customer needs based on interactions; Troubleshoot and communicate technical answers clearly and concisely; Take accountability for and resolve all customer issues and follow up when appropriate.

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; Offer and educate the customer on the benefits of products and services and explain how the recommendations will add value to the customer’s wireless experience

Demonstrate personal commitment to VZW code of conduct and business guidelines in all areas of work. Adhere to attendance guidelines to ensure successful contribution to team’s goals and performance. Demonstrate personal commitment to work effectively and become a valuable member of the VZW team.

Qualifications

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.

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 pass Customer Service Assessment

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.