Responsibilities

The Phone Support Coordinator provides online support to internal and external customers through account servicing and maintenance for National, Major, and SMB Accounts. This individual is accountable for achieving business results through a best-in-class customer experience.

The capabilities of a successful BGCO Coordinator include:

•Embrace Change and Innovation – Helps create and accepts change and innovation in his/her area of the business to create greater value for customers, shareholders and other employees
•Adaptability and Growth – Able to receive feedback and apply coaching and key learnings to improve job performance
•Systems Agility – Proficient in various systems with ability to multi-task
•Communicate with Impact – Communicates clearly and concisely with customers, both internal and external, to demonstrate the value of VZW
•Empowered – Leverages skills and abilities to best support the customer as well as identify opportunities to drive growth and proactive solutions
•Diversity and Inclusion – Demonstrates personal commitment by adhering to VZW Code of Conduct and guidelines and participates in an inclusive environment where people can contribute their best

The BGCO Phone Support Coordinator must also:

•Provide a high level of resolution support to multiple business customer types as measured by Representative NPS, adapting to their varying needs and requirements
•Provide efficient customer support on large accounts as measured by Adjusted Calls Per Day (ACPD), with the ability to be proficient in customer-facing systems (ACSS, MTAS, MARS, OneTool)
•Be solution oriented and proactive, providing first call resolution eliminating repeat calls and reducing unnecessary transfers as measured by 3-Day repeats
•Sell the value of Verizon solutions by using strong communication and negotiation skills to improve the customer experience and increase company revenue as measured by Adjusted Accessory Revenue Per Day (AARPD)
•Maintain an in-depth level of knowledge of product offerings, network capabilities, and possess the ability to position them as strategic solutions in a business environment.
•Apply technical knowledge to resolve customer issues and provide assistance on evolving technologies through effective Tier 1 and Tier 2 troubleshooting
•Assist with escalations and large research requests

Qualifications

  • Bachelors Degree or higher preferred
  • Two (2) years Customer Service experience required
  • Excellent oral & written communication skills
  • Ability to be flexible and work well in a dynamic, fast-changing environment

 

 

 

Equal Employment Opportunity

  • Verizon is a Federal Contractor
  • Verizon requests veteran priority referrals
  • Verizon is an equal opportunity and affirmative action employer M/F/Disability/Vet.