What you’ll be doing...

At Verizon Connect, we guide a connected world on the go.

We’re in it to win it. Today we’re the #1 global provider of fleet management solutions for both enterprise and small/medium businesses.

Our consumer products, like Hum, create a more connected ride with vehicle diagnostics, emergency assistance, and WiFi. And to top it off, our partnerships with major car manufacturers help us care for more drivers with our connected technologies.

As a top 20 SaaS leader, we know our talent is the most important component to our success.

We hire top talent and empower them to do their best work. As a division of Verizon, we combine the fun and excitement of a start-up environment with the resources, operational excellence, and brand recognition of an established tech giant.

We are seeking a Bi-Lingual, Spanish speaking team-oriented problem solver who can build strong relationships and who thrives in ambiguity. You work well in high pressure situations, and quickly implement solutions, engaging our business partners and subject matter experts as needed. You communicate clearly with various stakeholders, and provide key updates and findings as high priority investigations unfold.


The ECE Specialist will be responsible for conflict resolution and handling escalated calls from our internal and external customers.

  • The Specialist must have outstanding customer service and negotiating skills to perform the departments’ day-to-day responsibilities, as specified in the Service Level Agreements (SLA) and Standard Operating Procedures (SOP).
  • The Specialist is ultimately responsible for end user customer care assistance and timely response to escalated issues.
  • The Specialist in conjunction with the Sr. Manager is responsible for the department’s performance and assures that the team functions in accordance to the defined processes and procedures.

What we’re looking for...

Responsibilities


• To quickly resolve problems by clarifying issues; researching and exploring answers and determining solutions for our Customers, Field Team, Management and Vendors via email, phone calls and mail


• Monitor daily Service Requests to ensure that he/she is providing a proper level of support to meet established SLAs’


• Manage high priority and ambiguous cases through the defined process to resolution


• Respond to escalated user/stakeholder/partner inquiries with a high level of quality, speed, and accuracy


• Remain up to date on key workflow changes, operational guidelines, policy updates and company Quick Mails


• Follow up on pending issues, both preemptively and ad-hoc


• Must be able to respond to Legal, Better Business Bureau and Attorney General inquiries


• Actively work with Sr. Manager to identify coaching opportunities for Customer Care agents when they do not follow documented processes or procedures


• Work closely with Sr. Manager to develop, maintain and update departmental processes and procedures as needed


• Participate in various meetings to ensure that the department and/or organization is represented and informed appropriately


• Adhere to outlined metrics for Quality Assurance


• Conduct and or actively participate in team meetings and group discussions

Must have:

Fluency in Spanish is required


• B.A./B.S degree required or combination of education/experience is preferred


• Call Center escalation experience required


• Must have a comprehensive understanding of the customer care and escalations role

Even better if you have:

  • Ability to maintain privacy and confidentiality of company and customer information in verbal, written, and electronic form
  • Must be able to work a couple of hours per month on (Saturday and Sunday) from home
  • A working knowledge of systems such as HPSM, Siebel, Gmail, Windows, Word, Excel, and Power Point is a plus

KEYWORDS: VZ CONNECT

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.

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