Date Posted: November 4, 2020
Deadline: March 25, 2013
Organization: Verizon Wireless
City: Greenville
Website: View Website
Wages/Salary: Beyond a progressive environment, we offer a competitive salary and a comprehensive benefits plan featuring: Medical, dental, and 401K on your first day of employment Tuition Assistance Discount Employee Phone Program Life Insurance The full-time position pays $??27,000 per year. ($12.98/hr) Performance-based yearly incentive/bonus pay Incentives for various shifts and/or holiday work
Qualifications
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
Recognizes bells of churn and responds with effective recommendation.
Open ability - the solution center is open from 6am - 11pm seven days a week/holidays.
With your knack for solving tough problems and your focus on delivering exceptional customer service, you will thrive in a Customer Specialist job with Verizon.
Here, you?ll harness your impressive multi-tasking and tech-savvy skills to resolve challenging customer issues including device-related troubleshooting, billing, service inquiries and more. Answering a high volume of customer calls, you'll deliver innovative, individualized solutions, satisfying the ever-changing needs of our diverse customer base. Through it all, your ability to form a trusted bond, listen attentively and respond to their inquiries will make you the critical touch point between Verizon and our valued customers.
Description:
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.
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.
This role is also responsible for conducting Tier 1 trouble shooting when customers require device assistance. This position provides customer service transactions, including but not limited to; equipment troubleshooting, call handling, billing, service and equipment inquiries and all other customer transactions. Handles own customer escalations and minimizes transfers
Customer Interactions
? Listens and responds appropriately in all customer interactions.
? Manage customer relationships by performing the full range of customer service functions.
? Uses common courtesy and discretion to achieve customer loyalty.
? Empathizes and acknowledges customer to create trust and partnership.
Customer Solutions
? Uses negotiation and problem solving skills to resolve customer concerns.
? Utilizes troubleshooting guides and Tier 1 troubleshooting on all calls that require device assistance.
? Identify and assess customer needs based on interactions.
? Troubleshoot and communicate technical answers clearly and concisely.
? Takes accountability for and resolves all customer issues and follow up when appropriate.
Customer Loyalty & Growth
? 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.
? Offers and educates on the benefits of products and services and explains how the recommendations will add value to the customer?s wireless experience.
? Recognizes bells of churn and responds with effective recommendations.
People and Teamwork
? Demonstrates personal commitment to VZW code of conduct and business guidelines in all areas of work.
? Adheres to attendance guidelines to ensure successful contribution to team?s goals and performance.
? Demonstrates personal commitment to work effectively and become a valuable member of the VZW team.
? Flexible and willing to help work on department initiatives as needed
Qualifications
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
Recognizes bells of churn and responds with effective recommendations.
Equal Employment Opportunity
We are an equal opportunity employer m/f/d/v.
Our representatives work with others to promote an environment offering 100% customer satisfaction. Each rep handles 45-65 calls per day with scheduled breaks and lunches.
Our call center hours are 6:00 a.m. ? 11:00 p.m., 7 days a week, 365 days a year. Work schedules do rotate from time to time, some holidays may be required, and overtime is offered on a volunteer basis.
Customer Service Rep Training
Training and transition is 19 weeks in length and is paid at your regular pay rate. The first 7 weeks of training the hours are 9am to 6pm Mon ? Friday; the following 12 weeks the hours and days can vary depending upon business needs.