Customer Service Representative

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

📋 Description

• Respond to and initiate customer phone calls

• Offer insights regarding company policies

• Investigate issues and submit requests on behalf of customers

• Accept, address, and escalate customer concerns from both internal and external sources

• Record customer issues and interactions in accordance with departmental standards

• Coordinate follow-up communications with various parties to resolve issues effectively

• Utilize internal systems to access and investigate customer accounts and histories

• Assess concerns and independently determine appropriate resolutions based on departmental guidelines

• Forward unresolved customer complaints to Verizon Wireless for further examination

• Assist Customer Relations colleagues by shadowing and answering queries

• Organize time and tasks to adhere to departmental follow-up protocols

• Provide multi-tiered support to retail sales staff, market leaders, and Customer Relations management

• Report directly to the Customer Relations Supervisor

• No supervisory duties; travel is not required

⛳️ Requirements

• High School diploma or equivalent is mandatory

• Strong proficiency in a variety of computer applications and software is essential

• Previous customer service experience is preferred

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

• Understanding of clerical processes, systems, files, records, forms, office procedures, and terminology

• Knowledge of the structure, content, spelling, composition, and grammar of the English language

• Capacity to employ active listening, service orientation, coordination, time management, social perceptiveness, monitoring, active learning, conflict resolution, negotiation, and professionalism with diverse personality types

• Ability to apply deductive reasoning, identify problems, acquire and implement pertinent knowledge, organize and prioritize tasks, perform administrative duties, and ensure accuracy

• Availability for full-time work aligned with departmental scheduling and business requirements

• Must complete virtual training from Monday to Friday, 10:00 a.m. to 5:00 p.m. for a duration of four weeks

🏝️ Benefits

• Opportunity for bonuses

• Health, vision, and dental insurance

• 401(k) matching

• Health and Wellness Program

• Discounts on Verizon services

• Employee Assistance Program

• Remote work with equipment provided by the company

• Four weeks of virtual training