Customer Service Loyalty Champion II

When you join Verizon

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 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 on the Loyalty team, you’ll be responsible for resolving customer needs through first contact resolution, also building value by proactively uncovering upselling opportunities that align with their needs to drive loyalty and retention.

• Handling and resolving customer concerns that have varying levels of complexity in order to save frustrated customers and build brand loyalty.

• Engaging with customers that are high-risk churn call types, providing an exceptional experience through actively listening, problem solving and de-escalation.

• Promote and provide Verizon products and services, including Phones, Upgrades & Verizon Home Internet and other services to meet and exceed monthly targets.

• After issues have been resolved, identify plans and services that would suit customer needs in order to prevent future contacts.

• Turn every contact into a sale or save opportunity with a premium experience.

Where you’ll be working…

This is a remote role with a defined work location that includes work from home and assigned office days set by your manager. To be eligible for this position, you must be within a reasonable commute to the hub location in Alpharetta, Georgia .

The location is Alpharetta, Georgia (5055 N Point Pkwy, Alpharetta, Georgia)

What we’re looking for…

You’ll need to have:

• Bachelor’s degree or one or more years of work experience.

• One or more years of customer service or sales experience

• Experience resolving customer issues, problem solving, billing, and/or handling product Q&A.

• Ability to work independently and self-manage your work environment and deliver on expectations of your role

• Experience promoting and upselling products or services.

• Skilled in working in an ever changing, fast paced environment.

• Experience troubleshooting customers products and services and working knowledge of our network to position network solutions.

• Willingness to work, evenings, weekends, and holidays.

Even better if you have:

• A degree.

• Ability to empathize with customers, while resolving issues that may drive unnecessary churn.

• A passion for technology, innovation and building relationships with customers.

• Multi-tasking skills that help in leveraging tools to serve customers thoroughly while maintaining a conversation.

• Exceptional listening and communication skills.

• Based on the required in-person training and periodic center collaborations of this role, candidates should live in Georgia within a 75 mile radius of our listed hub location.

Home office requirements:

• Home office must be located within the contiguous United States.

• 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 or DSL are not acceptable.

• A dedicated quiet and private workspace.

• Verizon conducts periodic home audits via webcam to ensure your workspace meets requirements.

• The ability to self-manage in a remote work environment including setup of company-provided ergonomic chair, desk and 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.

Where you’ll be working

In this remote role, you'll work from home with occasional in-person trainings and meetings.

Scheduled Weekly Hours

40

Equal Employment Opportunity

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

Benefits and Compensation

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.

This is an incentive based position with the potential to earn more.