6 Things No One Ever Told You About Working in Customer Service (But Should Have)

Verizon Customer Service

Tracey Jackson is director of talent acquisition and talent attraction strategy for Verizon Wireless.  She started her career with Verizon in 2004 as an HR manager and most recently led the Northeast Area Talent Acquisition Team, supporting hiring for the Retail Sales and Customer Service organizations.

If you’re in the dark about what Verizon Customer Service careers are all about -- having a purpose; opportunity; the satisfaction of achieving tangible, meaningful results -- let us fill you in.

1. You’ll interact with new people every day and share priceless moments.
“I recently helped a customer who had just purchased a tablet to video chat with her husband in the military. I walked her through the steps to connect and stayed on the line to make sure she could contact her husband. I could hear her crying and asked what was wrong. She said, ‘This was the first time my husband saw our child.’ They had just had a baby. That hit home, coming from a military family myself.” Michael Minor – advocate, customer service, Greenville, South Carolina.

2. You’ll have lots of opportunities to advance your career.
 “I’m at a company where I’m able to grow. I’ve held six different positions in three years. I like that I have the option and opportunity to grow with the company.” Teshana S. Gripper – supervisor, Wallingford, Connecticut.

3. You'll have the chance to show off your skills and get noticed.
“Verizon is big on growth and development. [The company] gave me an opportunity to really excel once I came into this organization, and by doing that it allowed me to be chosen for Icon [a competition among Verizon employees to demonstrate skills in different sales, retail, business-to-business and customer service scenarios]. I love what I do. Being able to help people is a great payoff and the incentive to keep doing what I’m doing.” Felicia Ward – customer service representative, Alpharetta, Georgia.

4. You won’t just give support -- you’ll receive it, too.
 “It’s very fulfilling, and not only from customers recognizing that you’re helping them. There’s lots of support from supervisors, even directors. It’s a huge company, but the directors still know everyone. It’s nice to have that personal touch -- you don’t feel like a number, but like a family.” Sarah Turco – supervisor, Wallingford, Connecticut.

5. You’ll feel like the smartest person in the world.
“For all of us, cellphones are so important. When they’re not working, it feels like the end of the world. It’s really rewarding to be able to help someone get their lifeline restored.” Michelle Kitz – customer service coordinator, Elgin, Illinois.

6. You’ll have a career doing the most rewarding thing: making a difference in people’s lives.
“I had a customer who was [unfamiliar with technology in general], and he got frustrated as we were troubleshooting his email. At the end of the call, he was so grateful to me for showing him patience; later he sent me an email thanking me again. It’s a great feeling you get knowing I've satisfied the customer, knowing I made that difference when customers know that I went above and beyond for them.” Joanndra S. McCrea – coordinator 1, tech customer service, Greenville, South Carolina.