Bilingual Business Account Specialist- SMB

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As a Bilingual Analyst on the Inside Base Management team, you will focus on Verizon's small-business customers. Your role will involve making proactive outbound calls to ensure that these customers' accounts are in good standing and that they are aware of the latest offers, plans, and services available to them.

You will operate in a technically advanced ecosystem where AI-driven insights prioritize your workflow, ensuring you spend your time on the interactions that matter most. Your day-to-day will be focused on delivering a world-class customer experience to delight our customers.

• Welcome & Onboarding:
  **** verifying products, positioning value-added services, and ensuring a seamless new customer experience. Expertly guide customers through their first bill, confidently explaining complex charges like proration, one-time activation fees, and device promotion timelines to eliminate "bill shock." Actively prospect within existing customer accounts for new business needs, employee hires, and referrals during these interactions.

• Base Management Outbound: Execute curated campaigns and the outbound base offer strategy—determined by Marketing—for strategic upgrades, plan migrations, and special product and service offers. Actively prospect and qualify existing customers for new business needs, employee hires, and referrals during these interactions.

• Value Reinforcement & Right-Sizing: You must be well-versed in Verizon's product catalog (including FWA and One Talk) to right-size accounts, add necessary features organically when requested by the customer, and explain the value of free resources like the Small Business Digital Ready program.

• Bilingual in English and Spanish

• Prospecting & Opportunity Generation: Active Business Identification:
  The ability to move beyond the primary call objective (onboarding, offer execution) to actively identify and uncover secondary opportunities, such as new business needs, potential employee hires for the customer's business, and referral leads for new accounts. This requires a questioning and consultative mindset

• Speaking Over the Phone & Value Reinforcement: Product & Solution Fluency:
  Must be well-versed in the entire Verizon product catalog, including FWA and One Talk, to "right-size" accounts, organically add necessary features, and clearly explain the value of free resources like the Small Business Digital Ready program. This ensures every conversation is productive, not just transactional.

• Winning the First 60 Seconds (Building Trust & Authority) :
  Expert-Level Billing Acumen & Clarity:
  The confidence and knowledge to immediately analyze and articulate complex financial details. This is crucial for Welcome & Onboarding, where the representative must expertly guide customers through their first bill, confidently explaining complex charges like proration, one-time activation fees, and device promotion timelines to proactively eliminate "bill shock.

• De-escalation & Empathy:
  Interpersonal De-escalation: The strength to handle immediate customer frustration—especially regarding billing—and to use strong interpersonal skills to transform a potentially negative interaction ("bill shock") into a "moment of delight," which immediately establishes a positive foundation for the business relationship.

• System Navigation:
  The ability to smoothly "swivel-chair" and operate across multiple platforms simultaneously. While not a direct customer-facing skill, efficiency prevents friction, allowing the…