What you’ll be doing...

You will be primarily responsible for establishing a lifecycle relationship with the State of New York and a dedicated client base. After we install a wide range of technologies at a client, the Client Services team is responsible for ensuring customer satisfaction every day. As a Client Services Specialist, you will provide reporting and billing support, respond to customer inquiries, resolve service issues and implement action plans in a fast-paced, results-oriented accounts team. You will be the voice of Verizon and an advocate for your customer as you work to continually improve our service. In this role, a vital part of the customer experience is in your hands.

Responisbilities.

  • Monitoring KPIs across several technologies and implementing action plans when needed.
  • Serving as an escalation point of contact for all service related matters to ensure customer satisfaction.
  • Leading efforts to escalate across internal groups to resolve issues impacting customer service.
  • Resolving business problems and escalated issues by working closely within and across teams.
  • Ensuring team compliance with existing agreements, policies and reporting requirements.
  • Billing responsibilities include providing monthly invoices as contractually defined, coordinating resolution/reconciliation of all billing issue relating to the Verizon managed service solutions, and providing monthly reports in support of invoices based on client defined requirements.
  • Document the agreed billing and invoicing process and invoice format.
  • Manage Verizon’s compliance with the billing and invoicing process.
  • Deliver supplementary reports (in Excel and/or CSV format) to invoicing as reasonably requested and mutually agreed to between the client and Verizon.
  • Deliver ad hoc reports as reasonably requested and mutually agreed to between the client and Verizon.
  • In consultation with the client, develop, document, and maintain in the Process and Procedures Manual processes and documentation requirements to support the client’s invoicing procedures.
  • Manage to resolution billing questions, inquiries, and disputes; as appropriate, manage Verizon’s issuance of credits offsetting errors.
  • Issue report of Contract Usage detailing total sales to Authorized Users.

What we’re looking for...

You enjoy solving complex problems. You can skillfully defuse the situation, isolate the core issue and address the customer concerns. You have a knack for providing professional and clear answers to customer requests. You are energized by the challenge of identifying new opportunities.

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Three or more years of relevant work experience.
  • Ability to obtain and maintain government sponsored security clearance.

Even better if you have:

  • A degree.
  • ITIL v3 Certification, or will obtain certification within 6 months of your start date.
  • Reporting and billing experience.
  • Telecom industry experience.
  • Worked in a client facing role and resolved operational problems.
  • Managed and negotiated with internal and external organizations.
  • Willingness to be on call for after hours support as needed.

When you join Verizon...

You’ll have the power to go beyond – doing the work that’s transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you’ll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we’ll go far.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.