Summary

Contributes to revenue growth by servicing Verizon broadband, entertainment and telecommunications products and services, as well as contacting customers to negotiate collections on Verizon's accounts receivable. Serves as principal link between the company and customers. Receives and initiates customer contacts by telephone, correspondence, and occasional personal contact. Ensures customer satisfaction by handling requests for new service, additional service, discontinuance of service, complaints and inquiries regarding service, rates, regulations and policies. Updates customer equipment and service records; establishes credit information and effects collection of delinquent accounts.

Responsibilities

Duties may include, but are not limited to, the following:

  • Respond to simple and/or complex requests from customers for Verizon broadband, entertainment and other telecommunications products and services; including validation of bills for services, and arrange for the installation, disconnection, or changes of products and services.
  • Investigate and resolve customer inquiries, disputes and/or complaints on service, billing, rates, adjustments, and policy issues. Calculate rates and issue adjustments.
  • Confined to a stationary work station, operating a computer with multiple systems and applications to establish, update, and/or retrieve customer service data while simultaneously negotiating with customers and/or other Verizon employees, while using a headset for extended periods of time.
  • Subject to supervisory monitoring to ensure quality customer service.

Qualifications

  • Call center experience desired.
  • Sales experience desired.
  • Tests - Results obtained in standard tests for this position must meet minimum requirements established by the Company, in accordance with Company policy.
  • Ability to communicate effectively with customers, both orally and in writing. May be required to communicate in a foreign language.
  • Strong organizational skills with the ability to concurrently manage several priorities (Ex. ability to touch-type while communicating with clients).
  • Must be available to work scheduled tours to meet the needs of the business. Employees may be required to work evenings, nights, weekends, holidays, and overtime as the needs of the business necessitate. Non-scheduled days will be required as needs of the business necessitate.
  • College degree in one of the following areas is preferred:
    Business Management, Business Administration, Communications, Corporate Communications, Humanities, Marketing, Psychology, Sociology.

Salary Information

Hourly Rate: $11.61 - $32.11

Additional Information

Training will be approximately 8 weeks long, training hours are scheduled to be 1P – 9P, M-F. The center hours are M-F 8A – 9P, Sat 8A – 5P.

There is no time off during training. Training is pass/fail. Tours are based on seniority.

Test(s) Required

Talent Skills Assessment RepEvaluator Sales & Service Structured Int

Test Preview

Test Previews

Equal Employment Opportunity

Verizon is an equal opportunity and affirmative action employer M/F/Disability/Vet