Customer Experience Champion II

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.

When you join Verizon…

Verizon is one of the world’s leading providers of training, technology and communications services, transforming the way we connect across the globe. We’re a diverse network of people driven by our shared ambition to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward - and you can too. Dream it. Build it. Do it here.

What you’ll be doing…

As a champion within the Customer Experience (CX) team, you’ll be responsible for resolving customer needs through first-contact resolution and enhancing customer experiences with an emphasis on discovery, efficiency and quality in your day-to-day activities.

• Handling and resolving customer concerns, while educating customers with varying complexity levels of device-related inquiries.

• Turning every contact into a sell or save opportunity with a premium experience so customers will want to stay loyal to Verizon.

• Embrace the Service Plus mindset by resolving customer concern and future concerns.

• Providing an exceptional experience through discovery and targeted recommendations while leveraging customer-specific insights.

• Navigating systems and using tools and resources to be self-sufficient and effectively provide billing explanations for the customers in your queue.

• Serving as a brand ambassador and advocate for customers newly joined to Verizon, throughout every contact and highlighting all that Verizon has to offer through our products and services.

• Practicing an acceptable level of Business Acumen that encompasses the best interest of the Company, Customer, and fellow employees.

• After issues have been resolved, identifying plans and services that would suit customer needs in order to prevent future contacts.

Where you’ll be working…

You'll work from home in this remote role, with occasional in-person training and meetings.

To be eligible for this position, your home must be in Florida and within a reasonable commute to the Verizon hub location specified on this job posting. Onsite presence is required for onboarding, training, and periodic center collaboration based on business needs. (For example, you'll be required to attend some in-person training and onsite call-taking during initial training/transition, followed by periodic in-person meetings and events throughout the year.)

The location is Temple Terrace, FL (7701 Telecom Pkwy)

What we’re looking for…

You’ll need to have:

• Bachelor's degree or one or more years of customer service experience.

• One or more years of sales experience.

• Experience resolving complex customer issues (including escalations), billing, and/or handling product Q&A.

• A strong sales acumen with a track record of meeting or exceeding revenue goals.

• Promote and provide solutions about Verizon products including phone, home internet and other services on each call, ability to meet and exceed monthly sales targets

• Willingness to work a rotating schedule (shifts) including nights, weekends, and holidays based on the needs of the business.

• The ability to work an assigned shift schedule, including static start, stop, breaks, and meal times, for up to or greater than 6 months at a time based on business needs.

• Meet all home office requirements including a private work space, minimum internet speed, and desk for the required equipment provided.

Even better if you have:

• A degree.

• Experience with Google’s G-Suite (e.g., Docs, Sheets) and Microsoft Office Suite (Word, Excel).

• Experience troubleshooting hardware, software, applications, network and device issues.

• Experience promoting and upselling products or services.

Home office requirements:

• In this remote role, you’ll work from home with occasional in-person meetings and training.

• Home office must be located within the contiguous United States.

• Internet service with a direct connection to a cable or fiber modem capable of at least 25mbps (per your service plan; a monetary stipend may be provided to you). Wireless connections, satellite or DSL are not acceptable.

• A dedicated quiet and private workspace.

• Verizon conducts periodic home audits via webcam to ensure your workspace meets requirements.

• The ability to self-manage in a remote work environment including setup of company-provided computer equipment and ongoing proactive, skilled and effective management of your home network and connections.

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don’t meet every “even better” qualification listed above.

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.