Verizon Customer Service Representative

Exempt/Non-exempt

Customer Relations Supervisor

Provides support to Cellular Sales customers by answering/making phone calls, providing information on company policies, and resolving issues through conducting research and submitting requests on the customer's behalf. Provides multi-level support to retail sales representatives, market leadership, and Customer Relations leadership. Adapts quickly to support changing priorities and needs while possessing a high level of critical thinking and discretion.

• Accepts, resolves, and escalates internal and external customer concerns.
• Documents customer concerns and interactions according to department standards.
• Manages follow up contacts with multiple parties in order to resolve concerns in an efficient manner.
• Utilizes multiple internal systems to access and research customer accounts and history.
• Thoroughly evaluates customer concerns and independently determine reasonable resolutions using department guidelines.
• Refers unresolved customer grievances to Verizon Wireless for further investigation.
• Provides support to Customer Relations teammates by shadowing and assisting with questions.
• Possesses self- motivation to manage time and tasks in order to maintain our department follow up guidelines.

• Accountability:
  Accepting responsibility that results in anticipation/prevention of problem areas from actions, and problem solving inside and outside the department/organization.
• Customer Focus:
  Knowing the (internal and external) customer business needs and acting accordingly; anticipating customer needs, and giving high priority to customer satisfaction and customer service.
• Oral Communication:
  Shaping and expressing ideas and information in an effective manner.
• Problem Solving:
  Having the ability to identify problems and issues of varying complexities and to find effective solutions with few guidelines.
• Teamwork:
  Working as a productive member of a cohesive group toward a common goal, and contributing to team development and effective team dynamics.
• Written Communication:
  Expressing ideas and opinions clearly in properly structured, well-organized, and grammatically correct reports or documents; utilizing language and terminology.

This position has no supervisory responsibilities.

No travel is expected for this position.

• High School diploma or equivalent required.
• Strong proficiency in various computer applications and software required.

• Previous experience in customer service preferred.
• Adeptness in navigating operating systems, productivity tools, and software relevant to the role (Salesforce, Ring Central, and Microsoft Office) preferred.

• Clerical
  - Knowledge of administrative, clerical procedures, systems such as managing files and records, designing forms, and other office procedures and terminology.
• English Language
  - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

• Active Listening
  - Giving full attention to what others say, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Service Orientation
  - Actively looking for ways to help people.
• Coordination
  - Adjusting actions in relation to others' actions.
• Time Management
  - Managing one's own time.
• Social Perceptiveness
  - Being aware of others' reactions and understanding why they react as they do.
• Monitoring
  - Monitoring/Assessing performance of oneself to make improvements or take corrective action.
• Active Learning
  - Understanding the implications of new information for both current and future problem-solving and decision-making.
• Resolving Conflicts and Negotiating with Others
  - Handling complaints, settling disputes, and resolving grievances and conflicts or otherwise negotiating with others.
• Dealing with Multiple Personality Types
  - Possessing the personal decorum and professionalism to frequently deal with unpleasant, angry, or discourteous individuals.

• Deductive Reasoning
  - The ability to apply general rules to specific problems to produce answers that make sense.
• Problem Sensitivity
  - The ability to tell when something is wrong or is likely to go wrong. It does not involve…