When you join Verizon

Verizon is a leading provider of technology, communications, information and entertainment products, transforming the way we connect across the globe. We’re a diverse network of people driven by our ambition and united in our shared purpose to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.

What you’ll be doing...

You’ll be an integral part of the Global Customer Success (GCS) Operations & Enablement Team, working within the GCS Operations Pillar to cross-functionally support Executive Care, Quality Control, Commercial & Consumer Escalations (ECE), and Operations for Customer Success. As part of the Ops Pillar team you will manage account assignment and customer coverage changes for Global Customer Success. As a cross-functional team member, you will also manage and handle customer escalated situations and claims in a prompt manner to ensure cases are closed within our SLA’s, along with the necessary follow-ups and follow-through directly with our customers and/or business partners.

  • Become a SME for ECE’s commercial and consumer customer escalations as well as Customer Success Operations.
  • Analyze customer coverage performance and alignment by partnering with the Enablement Pillar team to provide recommendations for operational efficiencies.
  • Understand the urgency to find a customer resolution regarding escalations received from Executive Leadership, customers and/or business partners (segment leaders, legal teams, consumer agencies, etc).
  • Seek to understand by identifying the root cause, conducting necessary research to determine a resolution for our customers and mitigate risk for VZC.
  • Knowledge and proficiency in SFDC utilization to ensure internal business needs are met.
  • Management of Service Requests/Intake Requests to ensure proper level of support meet the established SLAs, with a scalable and structured documentation process.
  • Work independently and exercise business judgment to determine appropriate course of action.
  • Partnership with leadership teams to identify coverage opportunities with Customer Success.
  • Partnership with leadership teams to identify coaching opportunities for team members when process is not followed.
  • Respond to legal inquiries and adhere to the GCS/Legal Handling of Customer Disputes processes set forth by the Legal team.

In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.

What we’re looking for...

You’ll need to have:

  • Bachelor’s degree or one or more years of work experience.
  • One or more years of Operations or Escalations Management experience preferably with Sales/ Customer Success/ Inside Sales Teams.
  • Experience with multitasking and manage call volume, follow-up and follow-throughs with customer, stakeholders and business partners.
  • Advanced knowledge of Microsoft Excel / Google Sheets.

Even better if you have:

  • A degree.
  • Experience working with escalated customers.
  • Experience with escalation procedures and de-escalation.
  • Good interpersonal, communication and ability to create strong, positive working relationships.
  • SFDC and Gain sight system knowledge - reporting and dashboard creation experience.
  • Jira and Siebel system knowledge.

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. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.

COVID-19 Vaccination Requirement

Verizon requires new hires to be fully vaccinated against COVID-19. Verizon provides reasonable accommodations consistent with legal requirements (e.g., for medical or religious reasons).