What you’ll be doing...

The 911 Lead Specialist acts as the Public Safety Customer advocate. They are available to their customer 24x7x365. They work in conjunction with the Verizon 9-1-1 CCC, providing technical support and analysis, to monitor and resolve all Customer issues in order to meet or exceed expectations.

The 911 Lead Specialist is responsible for coordinating any planned work with authorized PSAP (Public Safety Answering Point) personnel and provides information regarding the specific work. They interface with internal and external organizations to ensure Service Quality. They become involved in customer escalations as required to ensure timely resolution.

Some additional responsibilities include but not limited to:

  • Document and track all service issues daily.
  • Provide updates to authorized PSAP personnel.
  • Review Disaster Plan and Network Reliability monthly at minimum with authorized PSAP personnel.
  • Maintain and update internal escalation procedures quarterly.
  • Attest to customers 911trunks and ALLcircuits annually.
  • Attend customer service meetings.
  • All candidates must be able to work ALL shifts, holidays and weekends in a network operations center environment.
  • Rotational out of hours duty coverage.
  • Rotational DoITT(Dept of Information Technology & Communication)Duty Desk coverage.

What we’re looking for...

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 in Customer Service.

Even better if you have:

  • A degree in telecommunications or two or more years of telecommunications experience in the 911 field.
  • Strong verbal and written communication skills.
  • Strong organizational and multi-tasking skills.
  • Excellent decision making and analytical skills.
  • Strong understanding of 911 architecture.
  • Project/Program Management experience.
  • 9-1-1 Network and/or CPE experience.
  • 9-1-1 Switching or translations experience.
  • External Public Safety or Emergency Services knowledge or experience.

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.