What you’ll be doing...

You will be primarily responsible for establishing a lifecycle relationship with a dedicated client base. After we install a wide range of technologies at a client, the Client Services team is responsible for ensuring customer satisfaction every day. As a Client Services Specialist, you will provide billing support, respond to customer inquiries, resolve service issues and implement action plans in a fast-paced, results-oriented accounts team. 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.

  • Monitoring KPIs across several technologies and implementing action plans when needed.
  • Serving as an escalation point of contact for all service related matters to ensure customer satisfaction.
  • Leading efforts to escalate across internal groups to resolve issues impacting customer service.
  • Resolving business problems and escalated issues by working closely within and across teams.
  • Supervising a client services team including planning work, coaching and development.
  • Ensuring team compliance with existing agreements, policies and reporting requirements.

As the Verizon Technical Delivery Manager (TDM) you will be a dedicated resource and a member of Program Management Office in support of the client.The TDM is accountable for developing and executing on solution based optimization plans, network optimization plans, proactive service improvement plans relative to service continuity.The TDM provides assistance to the Verizon's eNOC or Network Operations Center for problem management when appropriate and makes recommendations in developing action plans to minimize service disruption which includes making recommendations with network hardening, maintenance and grooming. Be prepared to work closely with the PMO Team, Account Team and the client in a fast-paced engaging manner on a daily basis. The customer will look to you for guidance as you will become an expert on understanding the clients network operations and overall business and operations strategies. The TDM position is highly visible throughout the customers organization so you will need to be able to communicate clearly around what may at times be serious network impacting issues. You should have excellent organizational skills as follow up with the client on a regular basis will be necessary.

The TDM is also responsible for the below activities:

·First point of Customer escalation for any technical support, managed and non-Managed

·Join incident bridges and support all critical service impacting incidents

·Manage root cause analysis process

·Trouble/incident management support

·Attend Customer calls/meetings as agreed to with Customer

·Daily quality control meetings

·Weekly Client touch point call

·Review and coordinate Network Impact (Mastars) events

  • Manage failover/reversion testing as requested
  • Review diversity on the network for network optimization
  • Provide monthly Service Level Agreements report to Customer

  • Prepare Reason for outage (RFO) reports and AAR (After Action Review) reports
Candidate should also be proficient with Microsoft Excel and Visio.

What we’re looking for...

You enjoy solving complex problems. You can skillfully defuse the situation, isolate the core issue and address the customer concerns. You have a knack for providing professional and clear answers to customer requests. You are energized by the challenge of identifying new opportunities.

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Three or more years of relevant work experience.

Even better if you have:

  • A degree.
  • ITIL v3 Certification, or will obtain certification within 6 months of your start date.
  • Worked in a client facing role and resolved operational problems.
  • Managed and negotiated with internal and external organizations.
  • Willingness to be on call for afterhours support as needed.

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.