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.

  • Supporting network optimization and business continuity activities.
  • Resolving technical incidents and problems that impact customers’ service availability with escalation when appropriate.
  • Providing recommendations to resolve problems based on research and analysis of incidents.
  • Producing a variety of reports to monitor the performance of our services.
  • Maintaining communication lines with assigned customer to manage service expectations.
  • Partnering with the account team and other cross-functional teams to meet customer needs.

Additional responsibilities:

  • Lead changes related to new store openings, and all changes with high customer visibility.
    • Activities include circuit, broadband, 4G orders, CPE equipment, staging and configuration, voice requirements, activations, troubleshooting store network and POS issues, first day of business.
    • As new store milestones are critical and often dynamic, need to continuously escalate orders, engage multiple internal resources and illustrate urgency and responsiveness to the customer.
  • Work on changes initiated by the customer to support their business, ranging from disconnect orders, closing stores, ESP orders for device changes, new line orders, cabling and extensions, broadband activations and circuit orders.
  • Manage BAU projects as they arise
    • Work with Customer requestors, internal Project Management and Engineering teams, Presales, TPVs and Legal/PCM reviewers to document scope, price and manage the approval flow to billing of over twenty projects.
    • Support Project Management in project rollout, customer expectations and milestone.
    • Generated and tracked all equipment and service orders associated with every project through completion.
    • Hold weekly touch point calls with Customer stakeholders on project status.
    • Provide project readouts at various governance meetings including monthly SRMs and quarterly contract reviews.

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 work experience.
  • Experience with the Microsoft Office product suite.
  • Experience working with customers and vendors.

Even better if you have:

  • A degree.
  • Telecommunications or related experience and knowledge of typical products and services.
  • Technical certifications including Cisco and ITIL v3, or the willingness and ability to obtain.

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.