Coord-Bus/Gov't Customer Ops - Phone Team

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Responsibilities

This role is responsible for providing quality customer service to business customers including major, national and government accounts. Responsibilities include call handling specific to technical support for advanced products and devices, billing and service related inquiries, recommendations for purchase decisions and other customer questions and transactions. • Manage all customer transactions, take accountability and make an effort to resolve all customer calls and perform the following customer service functions including: • Sales of devices and accessories • Responding to first level inbound customer calls • Respond to service and equipment inquiries and requests • Apply all necessary troubleshooting steps to resolve, all problems, issues and inquiries, eliminating unnecessary transfers • Apply all necessary advanced troubleshooting skills and tools to accurately diagnose and resolve technical issues specific to provisioning, network connectivity and/or device related issues, engaging appropriate functional partners needed through resolution. • Review all customer accounts and identify opportunities improve revenue and improvement of services • Network with Global Enterprise Advisors to relay key information • Review all customer account information while on calls identify and match customer's need with the appropriate product and / or service(e.g., upgrades, adding a line) • Educate the customer on the benefits and pricing of recommended products and services and explain how customer will benefit from recommendations • Respond to potential disconnect requests by listening to the customer, providing BEST solutions, and offering options. • Demonstrate personal commitment by adhering to Verizon Code of Business Conduct and guidelines in all areas of work • Perform quarterly reviews with multiple levels of leadership, providing key actions and plans for driving improved results. • Provide peer to peer coaching and feedback on an as needed basis • Assist in various special projects on an as needed basis • Cooperate with team members to plan and schedule time off and manage personal schedule

Qualifications

Bachelors Degree or higher preferred • Two (2) years direct, successful sales experience preferred • Excellent professional written & oral communication skills • Working knowledge of the suite of Microsoft Office products preferred • Must not have previously applied to this position in the past 90 days.

Equal Employment Opportunity

We are an equal opportunity employer m/f/d/v.