Customer Service Loyalty Champion II
| Company | Verizon Communications |
|---|---|
| Location | E Fowler Ave, Tampa, FL, USA, Tampa, FL, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Junior, Mid Level |
Requirements
- 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 and retention goals.
- Willingness to work a rotating schedule (shifts), including nights, weekends, and holidays, based on the needs of the business.
- You must meet all home office requirements, including a private workspace, minimum internet speed, and a desk for the required equipment provided.
Responsibilities
- Handling and resolving escalated customer concerns that have varying levels of complexity.
- Turning every contact into a sale or save opportunity with a premium experience so customers will stay loyal to Verizon.
- Embrace the Service Plus mindset by resolving customer concerns and future concerns.
- Growing the business, which includes completing a full end-to-end account analysis.
- Execute targeted loyalty and retention strategies for high-value and at-risk customers.
- Providing an exceptional experience by listening for bells of churn during conversations while leveraging historical reports.
- Navigating systems and utilizing available tools and resources to be self-sufficient and effectively provide all applicable offers available for the customers in your queue.
- Serving as a brand ambassador and advocate for your customers throughout every contact and highlighting all that Verizon has to offer through our products and services.
- Applying business acumen to make informed decisions that balance customer satisfaction with cost-effectiveness.
- After resolving issues, identify plans, products, and services that would suit customer needs to prevent future contacts.
Preferred Qualifications
- A degree.
- Experience troubleshooting customer’s products and services and working knowledge of our network to position network solutions.
- Experience promoting and upselling products or services.
- One or more years of Retention experience.
- Based on the required in-person training and periodic center collaborations of this role, candidates should live in Florida within a 75 mile radius of our listed hub location.