What you’ll be doing...

You will be Verizon’s voice to the customer during major incidents. You will manage the communication between the internal organization and the client to ensure all stakeholders are properly briefed. You will work directly with the customer and ensure that their outage is getting the attention by all parties involved to restore service as soon as possible. In this role a vital part of the customer experience is in your hands. The position is fast-pace, result oriented, and involves working with other functional teams. Your day-to-day duties will include, but is not limited to what is outlined below:

  • Being a liaison between our NOC, the customer and account team.
  • Monitoring ongoing outages to ensure compliance with SLA’s and performance goals.
  • Engaging with operations to communicate and /or escalate outages or SLA performance issues.
  • Engaging with customer executives and account teams when necessary.
  • Establishing and or attending periodic status meetings/calls to discuss trending or performance.
  • Gathering data and producing standard or ad hoc reporting and presenting to management team, account team and customer as required.
  • Notifying/ reminding customers of scheduled maintenance periods.
  • Available to work an 8 hour shift with scheduling between 7AM-7PM (EST).
  • Available after hours to contact customer with status updates if required.

All candidates who receive a conditional offer for this position, includingcurrentemployees, will be required to complete drug testing and background investigation as required by the customer contract. These required screens could
include but are not limited to: employment verification, reference checks, education verification, and drug screens.

What we’re looking for...

You are energized by the challenge of working through difficult situations and finding positive outcomes. You can defuse the situation, isolate the core issue and address the customer’s concerns. You enjoy gathering information and understanding the facts of a situation. You’ve got exceptional critical thinking skills and like solving problems. You take a lot of pride in your work, and that’s why people count on you to deliver.

You’ll need to have:

  • Associate’s degree or two or more years of work experience.
  • Three or more years of relevant work experience.
  • Experience with PowerPoint, Excel, and Word.

Even better if you have:

  • A degree.
  • ITIL v3 Certificate.
  • Working knowledge of ESP, ETMS, and VeCRM.
  • Demonstrated strong written and verbal communication skills.
  • Working knowledge of circuits, and CPE.
  • Demonstrated excellent organizational skills.
  • Leadership skills.
  • Business Analytics Experience.
  • Experience with Google Productivity Suite (Drive, Sheets, Docs).
  • Knowledge of DOMO.

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.