Customer Experience Champion II

When You Join Verizon

You want more out of a career. A place to share your ideas freelyeven 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 lovedriving 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 togetherlifting our communities and building trust in how we show up, everywhere & always. Want in? Join the #VTeamLife.

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. You will also enhance the customer experience by proactively discovering opportunities to add value, and upselling new services that align with their needs. All of your day-to-day activities will be guided by an emphasis on discovery, efficiency, and quality.

• 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.
• 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.

Where you'll be working

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

To be eligible for this position, you must be within a reasonable commute to the hub location in Georgia. Onsite presence is required for the training period and during employment for periodic collaboration based on business needs (e.g., occasional in-person meetings and events throughout the year). The location is Alpharetta, Georgia (5055 N Point Pkwy, Alpharetta, Georgia).

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.
• 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.
• Willingness to work in a quota-based environment.

Even better if you have:

• A degree.
• Experience handling inbound and outbound customer calls to achieve sales.
• 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.
• Based on the required in-person training and periodic center collaborations of this role, candidates should live in Georgia within a 75 mile radius of our listed hub location.

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.

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.

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

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.

Benefits and Compensation

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 benefit options including: medical, dental, vision, short and long term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance and group home & auto insurance. We also offer a matched 401(k) savings plan, stock incentive programs, up to 8 company paid holidays per year and up to 6 personal days per year, parental leave, adoption assistance and tuition assistance, plus other incentives, we've got you covered with our award-winning total rewards package. Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc. Newly hired employees receive up to 15 days of vacation per year, which grows with additional service. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.

This is an incentive based position with the potential to earn more.