What you’ll be doing...

Verizon Connect is guiding a connected world on the go by automating, optimizing and revolutionizing the way people, vehicles and things move through the world.

Our full suite of industry-defining solutions and services put innovation, automation and connected data to work for customers and help them be safer, more efficient and more productive. With more than 3,500 dedicated employees in 15 countries, we deliver leading mobile technology platforms and solutions.

Responsibilities:

This is for our REVEAL PLATFORM GROUP

  • Supervise a frontline team of 10-15 representatives.
  • Provide full support to the customer business objectives while following best customer service practices.
  • Coaching, training, motivating and retaining the best talent in a performance-driven organization.
  • Analyze, evaluate, and communicate best practices with the objective of driving improvements to the customer experience.
  • Evaluate and develop plans to remedy single point of failures and drive prevention of future customer issues.
  • Collaborate departmentally with Sales, Customer Success and Application Support to address customer concerns, identify key implementation processes that will maximize efficient/reliability.
  • Take ownership of assigning workload to representatives via the CRM tool submitted via email, application, or voicemail.
  • Responsible for maintaining optimal service levels for those who handle inbound customer calls and create cases.
  • Respond promptly to correspondence from customers.
  • Facilitate collaborative case work with other departments (Sales, Operations, Product Team, Hardware, SVT, etc.).
  • Continued training, development, and certifications.
  • Participate in knowledge-based content creation and Playbook edits.

What we’re looking for...

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Four or more years of relevant work experience.
  • One or more years of supervisory experience.
  • Experience working in customer service.
  • Willingness to work a flexible schedule, including nights and weekends as necessary.

Even better if you have:

  • A degree.
  • Technical Support experience.
  • Capability of managing employees who handle difficult or emotional customers and building rapport.
  • Ability to understand and address escalated issues efficiently and appropriately.
  • Prioritize effectively within tight schedules and a fast-paced environment.
  • Strong work ethic and customer service orientation with high integrity and ethics.
  • Commitment to professionalism, follow-through and attention to detail.
  • Very strong internet and computer skills.
  • Technical aptitude for assimilating technical concepts and new technology.
  • Behavior Competencies (e.g. planning, organizing, written/oral communication, adaptability,
  • Analytical reasoning, teamwork, detail orientation)
  • Strong problem-solving skills; gathers and analyzes information skillfully
  • Excellent English writing, email, and verbal communication skills, especially the ability to listen and comprehend effectively.

VZ CONNECT

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.