Customer Experience Champion II

You want more out of a career. A place to share your ideas freely - even 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 love - driving 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 together - lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the #VTeamLife.

When you join Verizon...

Verizon is one of the world's leading providers of training, technology and communications services, transforming the way we connect across the globe. We're a diverse network of people driven by our shared ambition to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward - and you can too. Dream it. Build it. Do it here.

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 and enhancing customer experiences with an emphasis on discovery, efficiency and quality in your day-to-day activities.

• 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 occasional in-person training and meetings.

To be eligible for this position, you must be within a reasonable commute to the hub location in Texas. Onsite presence is required for up to three weeks within the training period for in-person training and onsite call taking for new hires, and during employment for periodic collaboration based on business needs (e.g., occasional in-person meetings and events throughout the year.)

The location is in Irving, TX (600 Hidden Ridge)

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.

Even better if you have:

• A degree.

• 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 Texas within a 75 mile radius of our listed hub location.

Home office requirements:

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

• The home office must be located within the state of Texas and within a reasonable commute to the hub location specified on this job posting to attend training and periodic meetings as indicated by the business.

• 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.

• Ability to self-manage in a remote work environment, including setting up company-provided computer equipment and ongoing proactive, skilled, and effective management of your home network and connections.

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.

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

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.