Account Services Supervisor

Job Description

When you join Verizon

You want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the V Team Life.

What you’ll be doing...

In this Account Services Supervisor role you will be responsible for:

• Directly supervising telecommunications Order Managers who support State, Local, and Education (SLED) customers. Responsible for VBM Data Wireline Implementation orders and projects.

• Supporting data ordering activities for VBM SLED customers.

• Conducting regular team meetings with sales teams, service and support teams

• Conducting regular one-on-ones with Order Managers for work inspections, guidance, order progression and Counseling when needed concerning performance issues.

• Participating in weekly service calls to learn about upcoming projects and provide implementation updates.

• Conducting ISO oversight and governance

• Responding to customers with account teams in the field to represent implementation process/address executive levels on Customer Escalations; both internally and externally.

• Attending weekly calls with customers and/or account teams when needed.

• Assisting in prioritizing orders when escalations occur, assisting Order Managers in driving issues to resolution

• Providing direction and guidance to team in complex orders; complex escalations.

• Leading the team towards achieving team's metrics including but limited to: Revenue (pending pipeline, completion pipeline targets, and accelerated revenue), Staging, CSAT, NPS, Broken Promise, UDOS, Activation Failure Rates, Past Due Pipeline, HCUS and Ordering interval.

Where you'll be working...
This is a work-from-home role performed almost exclusively from your home office with occasional in-person meetings and trainings. However, the only viable location for this position is the Philidelphia, Pennsylvania metro area.

What we’re looking for...

You must have...

• Four or more years of work experience

• Four or more years of relevant work experience.

• Four or more years of experience supervising telecommunications order entry or account services associates

• Proficient with use of UOTM, PQ, EzStatus, PETE and PAM, Order Pro, and all other ordering related systems.

• Located within commuting distance of Philadelphia, Pennsylvania.

Even better if you also have:

• A degree.

• Four or more years of experience with federal or SLED order management and account management

• Proficient with use of Windows, Microsoft office – including PowerPoint, Excel, and Word.

• ITIL or PMP certifications

• Critical thinking in decision making process.

• Thorough understanding of voice and data networks; must understand how Ethernet is technically and systematically delivered.

• Ability to deliver written and verbal messages to executive levels of management within Verizon and within Customer Base.

• Advanced skills to manage the implementation of complex solutions for small and large customers.

• Knowledge of Verizon Network and VoIP products

Where you’ll be working

In this remote role, you'll work from home with occasional in-person trainings and meetings.

Scheduled Weekly Hours

40

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. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.