Customer Service Loyalty 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 V Team Life.

What you'll be doing...

As a champion on the Loyalty team, you'll be responsible for resolving customer needs and preventing churn, emphasizing proactive measures in your day-to-day activities.

• Handling and resolving escalated customer concerns that have varying levels of complexity.

• Turning every contact into a sale or save opportunity with a premium experience so customers will stay loyal to Verizon.

• Embrace the Service Plus mindset by resolving customer concerns and future concerns.

• Growing the business, which includes completing a full end-to-end account analysis.

• Execute targeted loyalty and retention strategies for high-value and at-risk customers.

• Providing an exceptional experience by listening for bells of churn during conversations while leveraging historical reports.

• Navigating systems and utilizing available tools and resources to be self-sufficient and effectively provide all applicable offers available for the customers in your queue.

• Serving as a brand ambassador and advocate for your customers throughout every contact and highlighting all that Verizon has to offer through our products and services.

• Applying business acumen to make informed decisions that balance customer satisfaction with cost-effectiveness.

• After resolving issues, identify plans, products, and services that would suit customer needs to prevent future contacts.

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 Florida. Onsite presence is required for onboarding, training, and periodic center collaboration based on business needs. (For example, you'll be required to attend some in-person training and onsite call-taking during initial training/transition, followed by periodic in-person meetings and events throughout the year.)

The location is Temple Terrace, FL (7701 Telecom Pkwy)

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 and retention goals.

• Willingness to work a rotating schedule (shifts), including nights, weekends, and holidays, based on the needs of the business.

• You must meet all home office requirements, including a private workspace, minimum internet speed, and a desk for the required equipment provided.

Even better if you have:

• A degree.

• Experience troubleshooting customer's products and services and working knowledge of our network to position network solutions.

• Experience promoting and upselling products or services.

• One or more years of Retention experience.

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

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.

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 Florida 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.

We're proud to be an equal opportunity employer - and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.