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.

Job Description:
The Service Manager is responsible for Lifecycle Governance of an assigned client
base. This includes management of client Operation and achievement of associated
service levels that deliver contracted business outcomes. The SM has responsibility for
Relationship Management, developing and maintaining executive client relationships as
well as forging new relationships within assigned clients. The SM provides value to the
clients thru the delivery of services from Transition to Day 2 Operation. This also includes
developing risk mitigation strategies that minimize business disruption. Additionally, the
SM must have the ability to work through complex business & client challenges and
collaborate in developing and implementing solutions.
The SM is responsible for ensuring service levels are attained which includes managing
Key Performance Indicators (KPIs) of supplier groups (COEs including Ordering, Billing &
Network Assurance).
Specific responsibilities for SM include managing the Service Portfolio; ensuring
processes exist for Change Management, planning for Demand Management & oversight
of Financial Management. In addition, the SM is responsible for development and
maintenance of the Continual Service Improvement Plan for ongoing delivery of services.
Functional Responsibilities:
Ensure attainment of client service levels and service deliverables based on contractual
commitments (Contract management and compliancy)
Ensure Change Management processes are documented and in production
Ensure day two operations meet contracted requirements
Proactively develops & maintains executive client relationships as well as building new
relationships within assigned client base
Develop & maintain ongoing Service Improvement Plan for key performance metrics at
Develop business & service solutions for complex business & client challenges; ability to
solve complex problems
Proactively develop and document risk mitigation strategies for Client services
Drive online & eMedia tool enablement and adoption
Provide financial management support relative to contractual commitments and SLAs
(Service Level Agreements)
Ensure incident management and problem management process is communicated for
day 2 operation based on contractual requirements
Establish & maintain client governance communication and CSI roadmap
Monitor supplier KPIs (Key Performance Indicators) and ensure OLAs (Operating level
agreements) exist based on contractual requirements
Interface with key functional support teams within Verizon & TPV’s as it relates ongoing
customer support

Required Qualifications:
Bachelor’s Degree or Equivalent Experience
Excellent organizational, verbal & written communication, presentation & problem solving
Proven ability to develop Executive relationships
Demonstrated business to business customer service skills
Experience in Service Management related to network, managed services, CPE, security,
applications, hosted/DCS services, IT services, Unified Communications
Proficient in Microsoft Office product suite, including PowerPoint, Excel & Word
Familiar with G-Suite product suite, including Google Docs, Google Sheets, etc.

Preferred Qualifications:
Experience in Project / Program Management
ITIL Foundations v3 Certification / Advanced ITIL Certifications
Proficiency in Verizon customer enablement tools
Supplier Management
Financial Business Acumen

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.

Preferred Qualifications:
Experience in Project / Program Management
ITIL Foundations v3 Certification / Advanced ITIL Certifications
Proficiency in Verizon customer enablement tools
Supplier Management
Financial Business Acumen

When you join Verizon...

You’ll have the power to go beyond – doing the work that’s transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you’ll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we’ll go far.

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.