Customer Service Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Respond to and initiate phone calls to assist Cellular Sales customers.

• Offer information regarding company policies.

• Investigate customer issues and submit requests on their behalf.

• Provide multi-tiered support to retail sales representatives, market leadership, and Customer Relations leadership.

• Accept, address, and escalate internal and external customer concerns.

• Document customer issues and interactions in accordance with departmental standards.

• Manage follow-up communications with various parties to resolve concerns effectively.

• Utilize internal systems to access and investigate customer accounts and history.

• Assess customer concerns and determine appropriate resolutions based on departmental guidelines.

• Refer unresolved customer complaints to Verizon Wireless for further inquiry.

• Assist Customer Relations teammates by shadowing and answering questions.

• Organize time and tasks to comply with departmental follow-up standards.

• Complete virtual training sessions.

⛳️ Requirements

• High School diploma or equivalent is mandatory.

• Strong proficiency in various computer applications and software is required.

• Previous experience in customer service is preferred.

• Familiarity with operating systems, productivity tools, and software relevant to the role (Salesforce, RingCentral, and Microsoft Office) is preferred.

• Knowledge of clerical procedures, systems, file and record management, form design, office protocols, and terminology.

• Understanding of English language structure, content, spelling, composition, and grammar.

• Ability to employ active listening, service orientation, coordination, time management, social awareness, monitoring, active learning, conflict resolution, and negotiation skills.

• Capable of interacting professionally with difficult, angry, or discourteous individuals.

• Strong deductive reasoning and sensitivity to problems.

• Ability to update and utilize relevant knowledge and learn new systems.

• Skilled in organizing, planning, and prioritizing work tasks.

• Competent in performing administrative activities.

• High standard of precision and accuracy.

• Ability to adhere to the specified departmental schedule and complete four weeks of virtual training from Monday to Friday, 10:00 a.m. to 5:00 p.m.

🏝️ Benefits

• 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.

• Virtual training.