Supervisor-Sales Call Center Customer Service

Cellco Partnership; United States; Remote; USD 70,000 - 100,000; Full time

Job summary

Verizon is seeking a remote Customer Care Team Leader to manage a home-based team delivering outstanding service. You will lead, motivate, and elevate performance across devices, billing, and related support, ensuring timely issue resolution.

In this role, you will oversee staffing, training, and call-volume management while upholding the highest service standards. The position requires flexibility to work evenings, weekends, and holidays within a US-based remote setup.

Qualifications

• 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.
• Home office must be located within 75 miles from Scranton, PA and/or Philadelphia, PA.

Responsibilities

• 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.

Skills

Customer service leadership

Team development

Call center operations

Scheduling

Performance monitoring

Education

Bachelor's degree or 4+ years 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

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, 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, 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.