This role handles a high volume of inbound customer calls and is responsible for providing high quality customer service on calls that are generally routine and sometimes unique in nature.
This role is also responsible for conducting Tier 1 trouble shooting when customers require device assistance. This position provides customer service transactions, including but not limited to; equipment troubleshooting, call handling, billing, service and equipment inquiries and all other customer transactions. Handles own customer escalations and minimizes transfers
Listens and responds appropriately in all customer interactions.
Manage customer relationships by performing the full range of customer service functions.
Uses common courtesy and discretion to achieve customer loyalty.
Empathizes and acknowledges customer to create trust and partnership.
Uses negotiation and problem solving skills to resolve customer concerns.
Utilizes troubleshooting guides and Tier 1 troubleshooting on all calls that require device assistance.
Identify and assess customer needs based on interactions.
Troubleshoot and communicate technical answers clearly and concisely.
Takes accountability for and resolves all customer issues and follow up when appropriate.
Customer Loyalty & Growth
Review all customer account information while on calls to identify and match customer's need with the appropriate product and / or service (e.g., upgrades, adding a line).
Utilize tools and resources on every call to make appropriate recommendations to customers.
Offers and educates on the benefits of products and services and explains how the recommendations will add value to the customer’s wireless experience.
Recognizes bells of churn and responds with effective recommendations.
People and Teamwork
Demonstrates personal commitment to VZW code of conduct and business guidelines in all areas of work.
Adheres to attendance guidelines to ensure successful contribution to team’s goals and performance.
Demonstrates personal commitment to work effectively and become a valuable member of the VZW team.
Flexible and willing to help work on department initiatives as needed.
Previous Customer Service Experience
Ability to multi-task and use on-line resources
Ability to troubleshoot billing and equipment questions
Associates degree or higher preferred
Strong problem solving and decision making skills
Ability to handle large volume of work while maintaining focus on the customer
Must meet time in title requirements for current role
Must have a current performance rating of Performing