[Hiring] Customer Service Representative @Cellular Sales Verizon Authorized Retailer

Role Description

Provides support to Cellular Sales customers by answering/making phone calls, providing information on company policies, and resolving issues through conducting research and submitting requests on the customer's behalf. Provides multi-level support to retail sales representatives, market leadership, and Customer Relations leadership. Adapts quickly to support changing priorities and needs while possessing a high level of critical thinking and discretion.

• Accepts, resolves, and escalates internal and external customer concerns.
• Documents customer concerns and interactions according to department standards.
• Manages follow up contacts with multiple parties in order to resolve concerns in an efficient manner.
• Utilizes multiple internal systems to access and research customer accounts and history.
• Thoroughly evaluates customer concerns and independently determines reasonable resolutions using department guidelines.
• Refers unresolved customer grievances to Verizon Wireless for further investigation.
• Provides support to Customer Relations teammates by shadowing and assisting with questions.
• Possesses self-motivation to manage time and tasks in order to maintain our department follow up guidelines.

Qualifications

• High School diploma or equivalent required.
• Strong proficiency in various computer applications and software required.
• Previous experience in customer service preferred.
• Adeptness in navigating operating systems, productivity tools, and software relevant to the role (Salesforce, RingCentral, and Microsoft Office) preferred.

Requirements

• Knowledge of administrative, clerical procedures, systems such as managing files and records, designing forms, and other office procedures and terminology.
• Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Active Listening — Giving full attention to what others say, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Service Orientation — Actively looking for ways to help people.
• Coordination — Adjusting actions in relation to others' actions.
• Time Management — Managing one's own time.
• Social Perceptiveness — Being aware of others' reactions and understanding why they react as they do.
• Monitoring — Monitoring/Assessing performance of oneself to make improvements or take corrective action.
• Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.
• Resolving Conflicts and Negotiating with Others — Handling complaints, settling disputes, and resolving grievances and conflicts or otherwise negotiating with others.
• Dealing with Multiple Personality Types — Possessing the personal decorum and professionalism to frequently deal with unpleasant, angry, or discourteous individuals.
• Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense.
• Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong.
• Updating and Using Relevant Knowledge — Keeping up-to-date technically and applying new knowledge to the job.
• Organizing, Planning, and Prioritizing Work — Developing specific goals and plans to prioritize, organize, and accomplish your work.
• Performing Administrative Activities — Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.
• Importance of Being Exact and Accurate — The ability to be very exact or highly accurate in performing daily duties.

Benefits

• Base Pay of $20/hr. plus bonus opportunity
• Health, Vision, and Dental Insurance
• 401k matching
• Health and Wellness Program
• Discount on Verizon services
• Employee Assistance Program
• Work from home with company-provided equipment

Schedule

This is a full-time position. Our department is open 8:00 a.m. to 8:00 p.m. Monday through Friday, and 8:00 to 6:00 on Saturdays. Days and hours of work are depending on schedule availability and business needs. Training is virtual and lasts four weeks. The training schedule is Monday through Friday, 10:00 a.m. to 5:00 p.m.

Work Environment

This is a 100% remote work environment.

AAP/EEO Statement

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.