What you’ll be doing...

As our Senior Client Services Coordinator, you will be responsible for the post-sales relationship with the client; overseeing the operational health of Verizon Services from delivery through lifecycle support. You will be responsible to directly manage internal and external resources to deliver services maintain their compliance with customer contractual commitments.

  • Attending sales channel and internal department meetings to educate and deliver customer ethos on a regular basis.
  • Handling complaints exceeding first line service support capabilities, including escalating to appropriate technical organizations as needed.
  • Undertaking problem management, linking re-occurring incidents to identify underlying causes and developing comprehensive plans to preclude future occurrences.
  • Developing and implementing highly detailed customer service plans outlining service strategies to be provided.
  • Attending customer meetings (virtual) to co-ordinate and evaluate ongoing customer needs and requirements.
  • Ensuring customer files and database records are maintained with correct information.
  • Manage reporting and financial management relative to contractual commitment and SLA’s including billing setup and optimization will be part of the overall responsibility.
  • Produce standard network performance reports for review with customers.
  • Ensure SLA compliance as required by contract and provide reporting as required by the customer. When SLAs are not met and credits are required, provide necessary documentation to the CSM.
  • Partner with the CSM on all service reviews with the customer.

What we’re looking for...

You'll need to have:

  • Bachelor’s degree or one or more years of work experience.

Even better if you have:

  • A degree.
  • Two or more years of Customer Support or Service experience.
  • Basic computer hardware and software skills, including Windows, word processing, spreadsheets, and database software.
  • Experience in an industry-related field.
  • Strong (English) written and verbal communication skills.
  • Background in telecommunication technologies.
  • Internet navigation skills.

    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.