GEA-Account Services

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…

The Business Government Customer Organization (BGCO) is obsessed with assisting customers to reach their organizational objectives while delivering the best-in-class customer experience and assuring revenue retention and growth through long-term relationships with our clients. As a Global Enterprise Advisor (GEA), your key daily activities include actively communicating with customers to assist with managing their Verizon wireless account while identifying opportunities to provide solutions for their business needs.

You are the internal advocate for our business customers. Your role is to build strong customer relationships that drive growth for Verizon while advocating for the customers’ needs through collaboration with our internal teams. You’ll drive online tool enablement and adoption, proactively develop strategies and solutions for complex challenges based on account analysis, maintain ongoing service improvements for accounts as well as de-escalate concerns and issues. All this requires excellent customer service skills, time management, strong positioning & negotiation skills, and the ability to build strong internal partnerships; including sales, information technology teams, contracts and finance to find mutually beneficial solutions.

You will use Salesforce (SFDC) for reporting, analysis, Quarterly Business Review (QBR) generation, proactive creation and maintenance of Strategic Action Plans, funnel management activities, and additional activities that maintain and grow the customer relationship and business portfolio. Maintaining up-to-date client account profiles and oversight of contract deliverables is essential to success. Implementing and tracking multiple projects for assigned accounts will also be important. It is critical to be able to work closely with key partners to maintain a continuous flow of information specific to project status, and to proactively identify potential issues and/or opportunities. Requires strong execution of Life Cycle Management techniques to improve performance in strategic priorities including Churn, Customer Relationship, Digital Contact, etc. GEA’s are responsible for optimization of accounts for increased revenue generation.

Where you’ll be working...

In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager. To be eligible for this position, you must be located within a 90-minute commute of the BGCO locations specified on this job posting

What we’re looking for…

You have a drive to deliver outstanding customer service. Assessing a situation quickly and coming up with solutions comes naturally to you. Skilled at developing and nurturing strong business relationships, you are able to persuade and motivate others to achieve the best outcomes that are mutually beneficial. You are a phenomenal teammate with the ability to take ownership of your work.

You’ll need to have:

• Bachelor’s degree or one or more years of work experience.

• Experience with facilitation and communication across all levels of the organization including customer facing communication.

• One or more years of customer service and/or sales experience.

Even better if you have one or more of the following:

• Experience in customer service and/or account management (e.g. public sector, large enterprise, SMB).

• Experience working in a sales environment.

• Experience in problem solving and/or de-escalations.

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

• Experience auditing, pulling, reporting and analyzing large multi-faceted data and making decisions or recommendations based on data observed.

• Experience in creating and presenting work results to stakeholders and/or leadership.

• Experience using Workflow Manager (WFM) and/or Salesforce.

• Demonstrated self-discipline, time management skills, resourcefulness, and the ability to work collaboratively with leaders and on a team – all in a remote environment.

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 hybrid role, you'll have a defined work location that includes work from home and a minimum eight assigned office days per month that will be set by your manager.

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.

Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefits, short term incentives, 401(k) Savings Plan, stock incentive programs, paid time off, parental leave, adoption assistance and tuition assistance, plus other incentives, we’ve got you covered with our award-winning total rewards package. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.

If you are hired into a California, Colorado, Connecticut, Hawaii, Maryland, Nevada, New York, Rhode Island, Washington or Washington, D.C. work location, the starting base pay rate for this position is $26.63/hour. This is an incentive based position with the potential to earn more.