What you’ll be doing...

The Verizon Enterprise Business Unit focuses on the development, provision and operation of Products and Solution’s within the Enterprise Marketplace and to Clients from a broad range of industries. Within the Enterprise Business Unit each Client is categorized by the type of IT Services (Product Mix), Complexity and the level of customization of their Service Model they require. The 3 Service Models available are:

  • Field 2 Model: Clients with a product mix, complexity and/or size that requires dedicated field support for and can be supported using standard Verizon resources for Operations.
  • Client Success Team (CST) Remote Model: Clients with a limited product mix, complexity and/or size, and who can be serviced using primarily centre-based resources.
  • Client Success Team (CST) Center & Online Model: Clients with a small product mix, volume, standard services looking for a heavily consumerized, re-active and an online service experience.

The Client Service Management function within the Enterprise Business Unit is accountable for the overall Client Service Relationship for the delivery and operation of the client services throughout the lifecycle of their contract. Our vision is to partner with our Clients to deliver a market leading service experience for all of our Verizon’s Enterprise Clients.

Role Summary:

A seamless transition into operations is fundamental to a new customer’s satisfaction and ongoing growth within Verizon. We want our customer’s first experience of invoicing, ordering, customer service engagement and use of online tools and systems to be a positive one.

As a Junior Service Manager (Center & Online) you will be responsible for engaging with both new and selected existing customer that require a helping hand through education, enablement and training in these areas. You will take temporary ownership of customers as they navigate the onboarding process, supporting and educating them along the way.

The purpose of the team is to provide an enhanced customer experience from the point of contract signature/execution through the first invoice review via early engagement and ongoing communication. You will also support escalations for existing customer in the assigned base within the operational areas driving customer satisfaction and continued growth.

This role will be responsible for:

  • Engage and communicate with your customer in coordination with their needs and requirements.
  • Stakeholder management: Ensuring the customer and internal representatives are aware of the current position in the onboarding process and upcoming milestones.
  • Online Enablement: Drive online and eMedia tool enablement and adoption. Assist customer with registration and enrolment for Verizon Enterprise Center (VEC) Tools and other online solutions provided to the customer.
  • Leverage tools and technology to improve the customer experience.
  • Set realistic expectations at the start and ensure any changes to expected timelines are communicated.
  • Provide guidance and oversight of the new order from contract signature to first bill review.
  • Intervene and escalate with a sense of urgency when issues arise and take accountability for resolution.
  • Represent Verizon with professionalism and integrity at all times.
  • Communicate back to sales team any pertinent customer feedback, concerns or opportunities.
  • Feedback process gaps and opportunities into the continual service improvement process.
  • Personal Development: Be responsible for your own career progression and participation in training initiatives as agreed in 1-2-1 sessions with Management.

What we’re looking for...

You’ll need to have:

  • Bachelor degree or relevant work experience.

Even better if you have:

  • A degree
  • Communication skills, with the ability to engage clients and internal stakeholders.
  • Strong customer facing skills with the ability build and foster Client relationships.
  • Customer focused with a positive ‘can-do’ attitude with passion to deliver.
  • Capability to be motivated, proactive, take responsibility, organized with professionalism.
  • Flexibility and decisiveness: leading by example, forward thinking.