Customer Service Loyalty Champion II

When You Join Verizon

You want more out of a career. A place to share your ideas freelyeven if they're daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work, and play by connecting them to what brings them joy. We do what we lovedriving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come togetherlifting our communities and building trust in how we show up, everywhere & always. Want in? Join the #VTeamLife.

What You'll Be Doing

As a champion on the Loyalty team, you'll be responsible for resolving customer needs and preventing churn, emphasizing proactive measures in your day-to-day activities.

• Handling and resolving escalated customer concerns that have varying levels of complexity.
• Turning every contact into a sale or save opportunity with a premium experience so customers will stay loyal to Verizon.
• Embrace the Service Plus mindset by resolving customer concerns and future concerns.
• Growing the business, which includes completing a full end-to-end account analysis.
• Execute targeted loyalty and retention strategies for high-value and at-risk customers.
• Providing an exceptional experience by listening for bells of churn during conversations while leveraging historical reports.
• Navigating systems and utilizing available tools and resources to be self-sufficient and effectively provide all applicable offers available for the customers in your queue.
• Serving as a brand ambassador and advocate for your customers throughout every contact and highlighting all that Verizon has to offer through our products and services.
• Applying business acumen to make informed decisions that balance customer satisfaction with cost-effectiveness.
• After resolving issues, identify plans, products, and services that would suit customer needs to prevent future contacts.

Where You'll Be Working

You'll work from home in this remote role, with occasional in-person training and meetings. To be eligible for this position, you must be within a reasonable commute to the hub location in Texas. Onsite presence is required for up to three weeks within the training period for in-person training and onsite call taking for new hires, and during employment for periodic collaboration based on business needs (e.g., occasional in-person meetings and events throughout the year). The location is in Irving, TX (600 Hidden Ridge).

What We're Looking For

You'll need to have:

• Bachelor's Degree or one or more years of customer service experience.
• One or more years of sales experience.
• Experience resolving complex customer issues (including escalations), billing, and/or handling product Q&A.
• A strong sales acumen with a track record of meeting or exceeding revenue and retention goals.
• Willingness to work a rotating schedule (shifts), including nights, weekends, and holidays, based on the needs of the business.
• You must meet all home office requirements, including a private workspace, minimum internet speed, and a desk for the required equipment provided.

Even better if you have:

• A degree.
• Experience troubleshooting customer's products and services and working knowledge of our network to position network solutions.
• Experience promoting and upselling products or services.
• One or more years of Retention experience.
• Based on the required in-person training and periodic center collaborations of this role, candidates should live in Texas within a 75 mile radius of our listed hub location.

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don't meet every "even better" qualification listed above.

Home office requirements:

• You'll work from home in this remote role, with occasional in-person meetings and training.
• The home office must be located within the state of Texas and within a reasonable commute to the hub location specified on this job posting to attend training and periodic meetings as indicated by the business.
• Internet service with a direct connection to a cable or fiber modem capable of at least 25mbps (per your service plan; a monetary stipend may be provided to you). Wireless connections, satellite or DSL, are not acceptable.
• A dedicated, quiet, and private workspace.
• Verizon conducts periodic home audits via webcam to ensure your workspace meets requirements.
• Ability to self-manage in a remote work environment, including setting up company-provided computer equipment and ongoing proactive, skilled, and effective management of your home network and connections.

Scheduled Weekly Hours

40

Equal Employment Opportunity

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.

Benefits and Compensation

Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefit options including: medical, dental, vision, short and long term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance and group home & auto insurance. We also offer a matched 401(k) savings plan, stock incentive programs, up to 8 company paid holidays per year and up to 6 personal days per year, parental leave, adoption assistance and tuition assistance, plus other incentives, weve got you covered with our award-winning total rewards package. Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc. Newly hired employees receive up to 15 days of vacation per year, which grows with additional service. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.

This is an incentive based position with the potential to earn more.