Customer Service Loyalty Champion II - Remote Customer Experience Expert - Loyalty and Retention at Verizon

Join the V Team: Where Innovation Meets Customer Experience At Verizon, we're passionate about empowering people to live, work, and play in a connected world. As a leader in the telecommunications industry, we're committed to delivering exceptional customer experiences that exceed expectations. Our V Team is a community of innovators, thinkers, and doers who anticipate, lead, and believe that listening is where learning begins. We're looking for a talented Customer Service Loyalty Champion II to join our team and help drive loyalty and retention through proactive customer engagement.

About the Role

As a Customer Service Loyalty Champion II, you'll play a critical role in resolving customer needs, preventing churn, and driving sales and retention. You'll work in a remote setting, with occasional in-person training and meetings, to deliver premium customer experiences that build loyalty and trust. Your day-to-day activities will focus on:

• Handling and resolving escalated customer concerns with varying levels of complexity
• Turning every contact into a sale or save opportunity with a premium experience
• Embracing the Service Plus mindset to resolve customer concerns and future concerns
• Growing the business through end-to-end account analysis and targeted loyalty and retention strategies
• Providing exceptional experiences by listening for bells of churn and leveraging historical reports
• Utilizing available tools and resources to be self-sufficient and effectively provide applicable offers
• Serving as a brand ambassador and advocate for customers, highlighting Verizon's products and services
• Applying business acumen to balance customer satisfaction with cost-effectiveness
• Identifying plans, products, and services that suit customer needs to prevent future contacts

What We're Looking For

To succeed in this role, you'll need:

• 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 product Q&A
• Strong sales acumen with a track record of meeting or exceeding revenue and retention goals
• Willingness to work a rotating schedule, including nights, weekends, and holidays
• Private workspace, minimum internet speed, and a desk for required equipment provided

Even better if you have:

• A degree in a related field
• Experience troubleshooting customer products and services and working knowledge of Verizon's network
• Experience promoting and upselling products or services
• One or more years of retention experience

What We Offer

As a member of the V Team, you'll enjoy:

• Competitive salary and benefits package
• Opportunities for career growth and professional development
• Collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging
• Flexible work arrangements, including remote work options
• Recognition and rewards for outstanding performance

Our Culture and Values At Verizon, we're committed to creating a workplace culture that values diversity, inclusion, and employee engagement. We believe that our employees are our greatest asset, and we're dedicated to providing a work environment that's supportive, collaborative, and inclusive. Our culture is built on the following values:

• Customer Obsession: We're passionate about delivering exceptional customer experiences that exceed expectations.
• Innovation: We encourage innovation, creativity, and experimentation to drive business results.
• Integrity: We operate with integrity, transparency, and ethics in all our interactions.
• Respect: We value diversity, inclusion, and respect for all employees, customers, and partners.
• Accountability: We take ownership of our actions, decisions, and results.

Why Join Verizon? By joining Verizon, you'll become part of a team that's shaping the future of telecommunications and technology. You'll have opportunities to:

• Work with cutting-edge technologies and innovative solutions
• Collaborate with talented professionals who share your passion for customer experience
• Develop new skills and expertise through training and development programs
• Make a meaningful impact on customer lives and experiences

Home Office Requirements As a remote employee, you'll need to:

• Work from home in a private, quiet, and dedicated workspace
• Have a reliable internet connection with a direct connection to a cable or fiber modem (at least 25mbps)
• Be able to self-manage in a remote work environment, including setting up company-provided computer equipment

Equal Employment Opportunity We're proud to be an equal opportunity employer, celebrating our employees' differences, including:

• Race
• Color
• Religion
• Sex
• Sexual orientation
• Gender identity
• National origin
• Age
• Disability
• Veteran status

We Encourage You to Apply! Even if you don't meet every qualification, we encourage you to apply. We're looking for great people to join our friendly team, and we're excited about the opportunity to welcome you to the V Team! Apply now to join our team and start making a difference in the lives of our customers! Apply for this job Apply tot his job Apply To this Job