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Government Accounts Customer Service Representative - Full-time / Part-time
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Hanover, MD Hanover, Maryland |
About this job
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
The GCO Phone Support Coordinator provides an advanced level of online voice and data support to internal and external customers for government accounts This individual is accountable for achieving business results through a best-in-class customer experience.
The capabilities of a successful GCO Coordinator include:
•Embrace Change and Innovation – Helps create and accepts change and innovation in his/her area of the business to create greater value for customers, shareholders and other employees
•Adaptability and Growth – Able to receive feedback and apply coaching and key learnings to improve job performance
•Systems Agility – Proficient in various systems with ability to multi-task
•Communicate with Impact – Communicates clearly and concisely with customers, both internal and external, to demonstrate the value of VZW
•Empowered – Leverages skills and abilities to best support the customer as well as identify opportunities to drive growth and proactive solutions
•Diversity and Inclusion – Demonstrates personal commitment by adhering to VZW Code of Conduct and guidelines and participates in an inclusive environment where people can contribute their best
The GCO Phone Support Coordinator must also:
•Provide a high level of resolution support to multiple business customer types as measured by Representative NPS, adapting to their varying needs and requirements
•Provide efficient customer support on large accounts as measured by Adjusted Calls Per Day (ACPD), with the ability to be proficient in customer-facing systems (ACSS, MTAS, MARS, OneTool)
•Be solution oriented and proactive, providing first call resolution eliminating repeat calls and reducing unnecessary transfers as measured by 3-Day repeats
•Sell the value of Verizon solutions by using strong communication and negotiation skills to improve the customer experience.
•Maintain an in-depth level of knowledge of product offerings, network capabilities, and possess the ability to position them as strategic solutions in a business environment.
•Apply technical knowledge to resolve customer issues and provide assistance on evolving technologies through effective Tier 1 and Tier 2 troubleshooting, using trouble ticket system for tracking customer interactions and problem resolution
•Perform advanced troubleshooting for broken or unidentified hardware/software issues and identify network/applications issues.
•Provide detailed information on how to set up/configure data and voice products. Verify provisioning and diagnose device or Network issues. Troubleshoot for PC Operating systems, specifically Device Manager and TCP/IP configuration
•Assist with escalations and large research requests
Qualifications
•Bachelors degree in Technical degree program highly preferred
•At least 2 years of industry experience in technical support preferred
•Superior organizational, interpersonal skills are required.
•Excellent written, verbal, interpersonal, communication, and presentation skills required.
•Ability to present to various audiences
•Ability to be flexible and work well in a dynamic, fast-changing environment
•Experience or strong understanding of sales processes and selling strategy
•Customer-facing experience highly desirable
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.
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