What you’ll be doing...

You will be responsible for assisting the service team in providing core customer service activities to a single technology or customer. After we install a wide range of technologies, the Client Services team is responsible for ensuring customer satisfaction every day. You will be the voice of Verizon and an advocate for your customer as you work to continually improve our service. In this role, a vital part of the customer experience is in your hands. The work will be fast-paced, results-oriented and involve working closely with other functional teams.

  • Must have a working knowledge of the clients’ operations, and have the ability to work through business challenges by collaborating to develop solutions to everyday problems.
  • Be a strong customer advocate.
  • Maintain regular communication with assigned customer contacts to understand and manage performance / service expectations
  • Coordinate the establishment of customer specific Service Plans with strategic focus on Continual Service Improvement
  • Proactively develop & maintain existing client relationships
  • Understanding of Contracts and defined KPIs (Key Performance Indicators) and implements action plans when metrics fall below agreed targets
  • Administration of Standard Client Deliverables
  • Deliver and lead Service Reviews
  • Manage internal & external resources to attain client service levels based on contractual commitments
  • Develop or maintain ongoing Service Improvement Plan for key performance metrics at risk
  • Oversight of client financial management metrics to ensure client contractual commitments are met
  • Drive online & eMedia tool enablement and adoption
  • Maintain Service focused Open Action Item logs and Continual Service Improvement register
  • Responsible for identifying opportunities within the base that can drive new revenue growth
  • Maintain a thorough understanding of Verizon Products & Solutions
  • Support the Verizon Credo through adherence to company policies, processes and practices.

What we’re looking for...

You can defuse the situation, isolate the core issue and address the customer’s concerns. You are energized by the challenge of working through difficult situations and finding positive outcomes. You enjoy gathering information and understanding the facts of a situation. You bounce back when dealing with challenging people and like solving problems. You are flexible, dependable and work well on a team.

You’ll need to have:

  • Bachelor’s degree or one or more years of relevant work experience.
  • Experience working with customers and vendors
  • ITIL v3 Certification, or completed within 6 months of start date.
  • Experience with Microsoft Office product suite, including PowerPoint, Excel & Word.
  • Flexible work schedule (Time zone specific customers, rotational on call).

Even better if you have:

  • A degree
  • Related experience (sales or service).
  • Strong organizational, presentation, and problem solving skills.
  • Demonstrated experience with verbal and written communication.
  • Business and Financial acumen.
  • Ability to communicate with multiple levels of leadership.

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.