Verizon Client Services Specialist in Tampa, Florida
What you’ll be doing...
You will be primarily responsible for establishing a lifecycle relationship with a dedicated client base. After we install a wide range of technologies at a client, the Client Services team is responsible for ensuring customer satisfaction every day. As a Client Services Specialist, you will provide billing support, respond to customer inquiries, resolve service issues and implement action plans in a fast-paced, results-oriented accounts team. You will be the voice of Verizon and an advocate for your customer as you work to continually improve our service. In this role, a vital part of the customer experience is in your hands.
Monitoring KPIs across several technologies and implementing action plans when needed.
Serving as an escalation point of contact for all service related matters to ensure customer satisfaction.
Leading efforts to escalate across internal groups to resolve issues impacting customer service.
Resolving business problems and escalated issues by working closely within and across teams.
Supervising a client services team including planning work, coaching and development.
Ensuring team compliance with existing agreements, policies and reporting requirements.
Verizon Connect is guiding a connected world on the go by automating, optimizing and revolutionizing the way people, vehicles and things move through the world. Our full suite of industry-defining solutions and services put innovation, automation and connected data to work for customers and help them be safer, more efficient and more productive. With more than 3,500 dedicated employees in 15 countries, we deliver leading mobile technology platforms and solutions.
As a SaaS leader, we know our talent is the most important component to our success. We hire top talent and empower them to do their best work. As a division of Verizon, we combine the fun and excitement of a start-up environment with the resources, operational excellence, and brand recognition of an established tech giant.The Customer Success Manager will be responsible for growing and managing a book of business within the Government sector in an assigned geographic territory, including up-selling accounts, and renewal of service agreements.This position will work within an assigned market segment to retain the customer base, increase customer satisfaction and exceed set sales goals.
Job Responsibilities:• Drive the value of our solution and clearly outline ROI based on the client’s objectives.• Grow revenue from existing account base within assigned territory by building strong relationships with clients.• Protect and defend annual revenue, customer base, and subscriptions within defined assignment.• Consult with clients on best practices to increase their ROI.• Liaise with technical support, accounting and other areas of the business to ensure customer satisfaction.• When necessary, conduct customer site visits to grow and retain accounts.• Keep accurate, detailed records of all sales activity in CRM (Salesforce.com).• Responsible for managing the overall account relationship. Works with clients on contract renewals, unit add-ons, additional features and escalated Customer Care issues.• Performs miscellaneous job-related duties as required/assigned.
What we’re looking for...
You enjoy solving complex problems. You can skillfully defuse the situation, isolate the core issue and address the customer concerns. You have a knack for providing professional and clear answers to customer requests. You are energized by the challenge of identifying new opportunities. You enjoy leading a team, coaching and training them to achieve desired outcomes.
You’ll need to have:
Bachelor’s degree or four or more years of work experience.
Three or more years of relevant work experience.
Previous supervisory experience.
Even better if you have:
ITIL v3 Certification, or will obtain certification within 6 months of your start date.
Worked in a client facing role and resolved operational problems.
Managed and negotiated with internal and external organizations.
Willingness to be on call for afterhours support as needed.
Qualifications:• Bachelor’s Degree in Business or Communications preferred or equivalent business experience• Experience with government contracts or clients preferred• Proficient in Microsoft Office suite• Salesforce.com experience• Entrepreneurial spirit; goal oriented and target driven• Creative and articulate• Strong business acumen and presence; comfortable selling at Executive/Owner level• Ability to work in a fast-paced environment, be accepting of change and multi-task oriented• Strong negotiation skills• Positive, persistent and self-motivated• Exhibits the Verizon Telematics values: Speed, Performance, Accountability, Passion, Teamwork, & Integrity• Minimum travel required• Ability to sit at a desk for the majority of the day
When you join Verizon...
You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.
Equal Employment Opportunity
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. Different makes us better.