Supervisor-Sales Call Center Customer Service

Verizon; Dickson City (Lackawanna County); Remote; USD 65,000 - 85,000; Full time

Benefits offered by this job

Health & wellness benefits

401(k) matching

Paid holidays

Personal days

Job summary

Verizon is seeking a remote Team Lead for its customer care call center. You will lead a team delivering outstanding service, resolving device, billing, and related issues while modeling first-class customer service.

The role requires 4+ years of relevant experience or a Bachelor's degree, and willingness to work evenings, weekends, and holidays. Remote work from home within 75 miles of Scranton or Philadelphia, PA is supported.

Qualifications

• Bachelor's degree or four or more years of work experience.
• Four or more years of relevant experience in customer care or a call center.
• Willingness to work evenings, weekends, and holidays.
• Home office must be within 75 miles of Scranton, PA or Philadelphia, PA.

Responsibilities

• Lead, motivate, and develop a customer care team to deliver outstanding service.
• Ensure resources are in place and trained for quick issue resolution.
• Track and manage call volume for efficiency.
• Mentor the team on quality interactions and improvement.
• Apply policies and guidelines and set a strong example.

Skills

Team leadership

Customer service

Call center experience

Training and development

Education

Bachelor's degree or 4+ years work experience

Job description

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.

What you'll be doing...

Outstanding customer service is our promise and you'll be leading a team to provide just that. Your team in our customer care call center will be delivering great service again and again under your direction. They'll be answering questions and resolving customer issues about devices, billing, or other matters. You'll be a role model of first class customer service while you develop your team.

• Leading, motivating, and developing a customer care team to deliver outstanding service.
• Ensuring that resources are in place and trained so that customer issues are resolved quickly.
• Tracking and handling call volume for optimal efficiency.
• Maintaining the highest quality of service by monitoring employee-customer interactions and mentoring the team on how to improve.
• Applying policies, procedures, and guidelines appropriately and setting the example for interpersonal skills, work ethic, and judgment.

What we're looking for...

You thrive in a fast-paced, multifaceted environment where different challenges pop up all the time. Using your sound judgment, you quickly grasp the details of a situation and know just the right next step. Inspiring and developing a team to achieve great results is personally rewarding for you. People trust you - you build relationships and credibility quickly. You enjoy multi-tasking and managing your time effectively to get everything done.

You'll need to have:

• Bachelor's degree or four or more years of work experience.
• Four or more years of relevant experience required, demonstrated through work experience and/or military experience.
• Willingness to work evenings, weekends, and holidays.
• Your home office must be located within 75 miles from one of the following locations: Scranton, PA and/or Philadelphia, PA.

Even better if you have one or more of the following:

• A degree.
• Customer service or call center experience, ideally with technical products or services.
• Led a team, preferably in customer service or a call center environment.

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

• 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, up to 8 company paid holidays per year and up to 6 personal days per year, paid parental leave, adoption assistance and tuition assistance, plus other incentives.
• 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.

The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part-time roles, your compensation will be adjusted to reflect your hours.