Responsibilities

Provides quality customer service to major, national and government accounts with difficult or complex customer issues. This includes proactively managing all account activities and preparing reports for customers and management. This position receives and processes calls and orders and is expected to perform the full range of customer service functions, including but not limited to; call handling, billing, service and equipment inquiries and all other customer transactions.

• Ensure that all complex and technical issues are reviewed using Tier II Troubleshooting.
• Responsible for customer follow ups end to end, including engaging key decision makers.
• Review customer account information while on calls, identify and act on sales opportunities; applies expert consulting skills by introducing broad VZW solutions / upgrades over products and services to address technical and business issues
• Educate the customer on the benefits and pricing of recommended products and services and explain how the recommendations will resolve current and future issues
• Focus on securing New Activation's, Upgrades, Data, & Accessories Sales with customers while on the same call and convert into an immediate sales opportunity where possible
• Assist in identifying high-risk customer groups and plan process to address issues raised / anticipated; Respond to high risk customers and potential disconnect requests
• Leverage relationships with all internal departments to follow-up and check on all customer problems and ensure that specific internal teams (e.g., Tech Support, Network Team, My Business Trouble Tickets, etc.) completely resolve the customer problem within 24 hours
• Partner with the Sales Team to help follow-up and resolve customer sales problems

Qualifications

College Degree preferred

Commissioned Sales Experience preferred

Equal Employment Opportunity

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