Bilingual Customer Success Manager (CSM) - Verizon

Job Description

When you join Verizon

You want more out of a career. A place to share your ideas freely — even 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 love — driving 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 together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the #VTeamLife.

As a Bilingual Analyst on the Inside Base Management team, you will focus on Verizon's small-business customers. Your role will involve making proactive outbound calls to ensure that these customers' accounts are in good standing and that they are aware of the latest offers, plans, and services available to them.

What you’ll be doing...

You will operate in a technically advanced ecosystem where AI-driven insights prioritize your workflow, ensuring you spend your time on the interactions that matter most. Your day-to-day will be focused on delivering a world-class customer experience to delight our customers.

• Welcome & Onboarding: verifying products, positioning value-added services, and ensuring a seamless new customer experience. Expertly guide customers through their first bill, confidently explaining complex charges like proration, one-time activation fees, and device promotion timelines to eliminate "bill shock." Actively prospect within existing customer accounts for new business needs, employee hires, and referrals during these interactions.

• Base Management Outbound: Execute curated campaigns and the outbound base offer strategy—determined by Marketing—for strategic upgrades, plan migrations, and special product and service offers. Actively prospect and qualify existing customers for new business needs, employee hires, and referrals during these interactions.

• Value Reinforcement & Right-Sizing: You must be well-versed in Verizon's product catalog (including FWA and OneTalk) to right-size accounts, add necessary features organically when requested by the customer, and explain the value of free resources like the Small Business Digital Ready program.

What we’re looking for...

• Bilingual in English and Spanish

• Prospecting & Opportunity Generation: Active Business Identification: The ability to move beyond the primary call objective (onboarding, offer execution) to actively identify and uncover secondary opportunities, such as new business needs, potential employee hires for the customer's business, and referral leads for new accounts. This requires a questioning and consultative mindset

• Speaking Over the Phone & Value Reinforcement: Product & Solution Fluency: Must be well-versed in the entire Verizon product catalog, including FWA and OneTalk, to "right-size" accounts, organically add necessary features, and clearly explain the value of free resources like the Small Business Digital Ready program. This ensures every conversation is productive, not just transactional.

• Winning the First 60 Seconds (Building Trust & Authority) : Expert-Level Billing Acumen & Clarity: The confidence and knowledge to immediately analyze and articulate complex financial details. This is crucial for Welcome & Onboarding, where the representative must expertly guide customers through their first bill, confidently explaining complex charges like proration, one-time activation fees, and device promotion timelines to proactively eliminate "bill shock.

• De-escalation & Empathy: Interpersonal De-escalation: The strength to handle immediate customer frustration—especially regarding billing—and to use strong interpersonal skills to transform a potentially negative interaction ("bill shock") into a "moment of delight," which immediately establishes a positive foundation for the business relationship.

• System Navigation: The ability to smoothly "swivel-chair" and operate across multiple platforms simultaneously. While not a direct customer-facing skill, efficiency prevents friction, allowing the representative to focus entirely on the customer and maintain call momentum during the critical first minutes.

You’ll need to have:

• Bachelor’s degree or one or more years of relevant experience required, demonstrated through work experience and/or military experience.

Even better if you have one or more of the following:

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.

Bilingual fluency in English and the following language(s) are required: Spanish

Where you’ll be workingIn this hybrid role, you'll have a defined work location that includes working from home and a minimum of three days per week in the office, which will be set by your manager. Employees are responsible for maintaining compliance with hybrid work policies.

Scheduled Weekly Hours40

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, up to 8 company paid holidays per year and up to 6 personal days per year, paid parental leave, adoption assistance and tuition assistance, plus other incentives, we’ve 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.

The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part-time roles, your compensation will be adjusted to reflect your hours.