Introduction to Verizon and Our Mission
At Verizon, we are driven by a passion to connect people, communities, and businesses through innovative technology and exceptional customer experiences. As one of the world's leading providers of training, technology, and communications services, we are transforming the way people live, work, and play. Our V Team is a community of talented individuals who share a common goal: to anticipate, lead, and learn from our customers, while empowering them to achieve their full potential. If you are a motivated and customer-focused individual looking for a new challenge, we invite you to join our team as a Customer Experience Champion II.
About the Role
As a Customer Experience Champion II, you will be the face of Verizon, responsible for resolving customer needs through first-contact resolution and enhancing customer experiences with an emphasis on discovery, efficiency, and quality. You will be working from the comfort of your own home in a remote role, with occasional in-person training and meetings. This position requires a strong and diverse skillset, including excellent communication and sales skills, the ability to work in a fast-paced environment, and a passion for delivering exceptional customer experiences.
Key Responsibilities
- 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, ensuring customers want to stay loyal to Verizon
- Embracing the Service Plus mindset by resolving customer concerns and future concerns
- Providing an exceptional experience through discovery and targeted recommendations, leveraging customer-specific insights
- Navigating systems and using tools and resources to be self-sufficient and effectively provide billing explanations for customers
- Serving as a brand ambassador and advocate for customers newly joined to Verizon, 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
- Identifying plans and services that would suit customer needs to prevent future contacts
Requirements and Qualifications
To be successful in this role, you will 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, with the ability to meet and exceed monthly sales targets
- Willingness to work a rotating schedule, 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
Preferred Qualifications
While not required, the following qualifications are preferred:
- A degree in a related field
- 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 will work from home with occasional in-person meetings and training. To ensure your success, you will need to meet the following home office requirements:
- 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)
- 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
Career Growth Opportunities and Learning Benefits
At Verizon, we are committed to helping our employees grow and develop in their careers. As a Customer Experience Champion II, you will have access to a range of training and development opportunities, including:
- Comprehensive training programs to help you develop your skills and knowledge
- Opportunities for career advancement and professional growth
- A supportive and collaborative work environment that encourages innovation and creativity
- Access to a range of tools and resources to help you succeed in your role
Work Environment and Company Culture
At Verizon, we pride ourselves on our inclusive and diverse company culture. We believe that our employees are our greatest asset, and we strive to create a work environment that is supportive, collaborative, and empowering. As a Customer Experience Champion II, you will be part of a dynamic and fast-paced team that is passionate about delivering exceptional customer experiences.
Compensation, Perks, and Benefits
We offer a competitive salary and benefits package, including:
- A competitive salary that reflects your skills and experience
- A range of benefits, including health insurance, retirement savings, and paid time off
- Opportunities for career advancement and professional growth
- A supportive and collaborative work environment that encourages innovation and creativity
Conclusion
If you are a motivated and customer-focused individual looking for a new challenge, we invite you to join our team as a Customer Experience Champion II. With a competitive salary, comprehensive benefits package, and opportunities for career growth and development, this is an exciting opportunity to take your career to the next level. Apply now and let's discuss how you can become a vital part of our success story.
Take the Next Step
Are you ready for this challenge? Apply now and let's discuss how you can become a vital part of our success story.
Apply Now