Customer Service Representative
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Job Description
Customer Relations Specialist supporting Cellular Sales customers with account research, issue resolution, and Verizon escalations. Fully remote role with phone-based customer support and virtual training.
Responsibilities:
- Answer and make phone calls to support Cellular Sales customers
- Provide information about company policies
- Research customer issues and submit requests on customers’ behalf
- Provide multi-level support to retail sales representatives, market leadership and Customer Relations leadership
- Accept, resolve and escalate internal and external customer concerns
- Document customer concerns and interactions according to department standards
- Manage follow-up contacts with multiple parties to resolve concerns efficiently
- Use internal systems to access and research customer accounts and history
- Evaluate customer concerns and determine reasonable resolutions using department guidelines
- Refer unresolved customer grievances to Verizon Wireless for further investigation
- Support Customer Relations teammates by shadowing and assisting with questions
- Manage time and tasks to meet department follow-up guidelines
- Complete virtual training
Requirements:
- 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, RingCentral, and Microsoft Office) preferred
- Knowledge of clerical procedures, systems, file and record management, form design, office procedures and terminology
- Knowledge of English language structure, content, spelling, composition and grammar
- Ability to use active listening, service orientation, coordination, time management, social perceptiveness, monitoring, active learning, conflict resolution and negotiation
- Ability to deal professionally with unpleasant, angry, or discourteous individuals
- Deductive reasoning and problem sensitivity
- Ability to update and use relevant knowledge and learn new systems
- Ability to organize, plan and prioritize work
- Ability to perform administrative activities
- High level of exactness and accuracy
- Ability to work the stated department schedule and complete four weeks of virtual training Monday through Friday, 10:00 a.m. to 5:00 p.m.
Benefits:
- Bonus opportunity
- Health, Vision, and Dental Insurance
- 401k matching
- Health and Wellness Program
- Discount on Verizon services
- Employee Assistance Program
- Work from home with company-provided equipment
- Virtual training
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