Verizon Customer Service Representative

Cellular Sales Customer Relations Specialist Classification Exempt/Non-exempt Reports to Customer Relations Supervisor JOB DESCRIPTION Summary/Objective 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. Essential Functions 1. Accepts, resolves, and escalates internal and external customer concerns.2. Documents customer concerns and interactions according to department standards.3. Manages follow up contacts with multiple parties in order to resolve concerns in an efficient manner.4. Utilizes multiple internal systems to access and research customer accounts and history.5. Thoroughly evaluates customer concerns and independently determine reasonable resolutions using department guidelines.6. Refers unresolved customer grievances to Verizon Wireless for further investigation.7. Provides support to Customer Relations teammates by shadowing and assisting with questions.8. Possesses self- motivation to manage time and tasks in order to maintain our department follow up guidelines. Competencies 1. Accountability: Accepting responsibility that results in anticipation/prevention of