What you’ll be doing...

This Supervisor role is a leadership position for the Regional Business Customer Care - Order and Billing team whose principle role is assuring Verizon provides an optimal customer experience across the retail Enterprise and government customers for Telecom products and services.

Primary job duties and responsibilities include but are not limited to:

  • Supervise a team of associates to ensure customer’s order requests and billing inquiries/claims are processed accurately and timely.
  • Provide developmental coaching to associates by assessing ongoing performance, providing feedback and training as required, and taking appropriate corrective actions to support associates in achieving their objectives.
  • Perform quality work reviews to provide performance feedback.
  • Conduct side by side observation reviews and provide coaching/mentoring
  • Ensure Associate appraisals are aligned with corporate standards.
  • Set clear expectations, drive performance, deliver results, provide support, and eliminate obstacles while fostering a professional culture amongst the team.
  • Know, understand and be able to articulate your teams performance, determine drivers and action plans for improvement
  • Promote inclusion, innovation and employee development
  • Conduct weekly/monthly team meetings, daily touch base meetings, one on one discussion.
  • Encourage teamwork and collaboration
  • Provide guidance and assistance in the resolution of escalated issues.
  • Foster ethics by creating a safe, ethical and inclusive environment ensuring accountability to the Verizon Credo, Verizon Codes of Business Conduct and all applicable standards, practices and guidelines.
  • Partner with Union Representation to foster good relations, hear and resolve grievances and ensure all contractual requirements are met for both Verizon and the Union.
  • Partner with Human Resources as needed to support department or corporate needs.

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.

Even better if you have:

  • A degree.
  • One or more years of management and/or leadership experience.
  • Three or more years of customer service, leadership and team interaction skills.
  • Excellent organizational, analytical, written, and oral communication skills.
  • Time and people management and problem-solving skills.
  • Ability to use good judgment, make independent decisions and proactively problem solve.
  • Capability of performing comfortably in a fast-paced, deadline-oriented work environment.
  • Ability to work as a team member, as well as independently.
  • Knowledge of Telecom products and services.
  • Experience in Microsoft office suite with an emphasis on Excel.
  • Knowledge of VzB Ordering Products and Services.
  • Knowledge of VzB Ordering Systems and Processes.
  • Ability to lead an associate team in achieving optimal success .
  • Ability to be self-motivated, learn quickly and adapt rapidly to transformation.
  • Ability to communicate with front line employees and customers.

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.