About the position
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.
Responsibilities
• 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.
Requirements
• High School diploma or equivalent required.
• Strong proficiency in various computer applications and software required.
Nice-to-haves
• 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.
Benefits
• Base Pay of $20/hr. plus 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