Verizon Customer Service Representative

Job Description

Job Description

Overview

Customer Relations Specialist

Classification
Exempt/Non-exempt

Reports to
Customer Relations Supervisor

JOB DESCRIPTION

Summary/Objective

Provides support to Cellular Sales customers by answering/making phone calls, providing information on company policies, and resolving issues through conducting research and submitting requests on the customer's behalf. Provides multi-level support to retail sales representatives, market leadership, and Customer Relations leadership. Adapts quickly to support changing priorities and needs while possessing a high level of critical thinking and discretion.

Essential Functions

1. Accepts, resolves, and escalates internal and external customer concerns.

2. Documents customer concerns and interactions according to department standards.

3. Manages follow up contacts with multiple parties in order to resolve concerns in an efficient manner.

4. Utilizes multiple internal systems to access and research customer accounts and history.

5. Thoroughly evaluates customer concerns and independently determine reasonable resolutions using department guidelines.

6. Refers unresolved customer grievances to Verizon Wireless for further investigation.

7. Provides support to Customer Relations teammates by shadowing and assisting with questions.

8. Possesses self- motivation to manage time and tasks in order to maintain our department follow up guidelines.

Competencies

1. Accountability: Accepting responsibility that results in anticipation/prevention of problem areas from actions, and problem solving inside and outside the department/organization.

2. Customer Focus: Knowing the (internal and external) customer business needs and acting accordingly; anticipating customer needs, and giving high priority to customer satisfaction and customer service.

3. Oral Communication: Shaping and expressing ideas and information in an effective manner.

4. Problem Solving: Having the ability to identify problems and issues of varying complexities and to find effective solutions with few guidelines.

5. Teamwork: Working as a productive member of a cohesive group toward a common goal, and contributing to team development and effective team dynamics.

6. Written Communication: Expressing ideas and opinions clearly in properly structured, well-organized, and grammatically correct reports or documents; utilizing language and terminology.

Supervisory Responsibilities

This position has no supervisory responsibilities.

Travel

No travel is expected for this position.

Required Education and Experience

1. High School diploma or equivalent required.

2. Strong proficiency in various computer applications and software required.

Preferred Education and Experience

1. Previous experience in customer service preferred.

2. Adeptness in navigating operating systems, productivity tools, and software relevant to the role (Salesforce, RingCentral, and Microsoft Office) preferred.

Additional Eligibility Qualifications (Knowledge, Skills, Abilities)

Knowledge

1. Clerical — Knowledge of administrative, clerical procedures, systems such as managing files and records, designing forms, and other office procedures and terminology.

2. English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

Skills

1. Active Listening — Giving full attention to what others say, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

2. Service Orientation — Actively looking for ways to help people.

3. Coordination — Adjusting actions in relation to others' actions.

4. Time Management — Managing one's own time.

5. Social Perceptiveness — Being aware of others' reactions and understanding why they react as they do.

6. Monitoring — Monitoring/Assessing performance of oneself to make improvements or take corrective action.

7. Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.

8. Resolving Conflicts and Negotiating with Others — Handling complaints, settling disputes, and resolving grievances and conflicts or otherwise negotiating with others.

9. Dealing with Multiple Personality Types— Possessing the personal decorum and professionalism to frequently deal with unpleasant, angry, or discourteous individuals.

Abilities

1. Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense.

2. Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.

3. Updating and Using Relevant Knowledge — Keeping up-to-date technically and applying new knowledge to the job. Able to learn and work fluidly in new systems as the job demands.

4. Organizing, Planning, and Prioritizing Work — Developing specific goals and plans to prioritize, organize, and accomplish your work. Able to discern time sensitive situations and act accordingly.

5. Performing Administrative Activities — Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.

6. Importance of Being Exact and Accurate — The ability to be very exact or highly accurate in performing daily duties.

What We Offer

• Base Pay of $20/hr. plus bonus opportunity
• Health, Vision, and Dental Insurance
• 401k matching
• Health and Wellness Program
• Discount on Verizon services
• Employee Assistance Program
• Work from home with company-provided equipment

Schedule

This is a full-time position. Our department is open 8:00 a.m. to 8:00 p.m. Monday through Friday, and 8:00 to 6:00 on Saturdays. Days and hours of work are depending on schedule availability and business needs.
Training is virtual and lasts four weeks. The training schedule is Monday through Friday, 10:00 a.m. to 5:00 p.m.

Work Environment
This is a 100% remote work environment.

AAP/EEO Statement
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.