The work you'll be doing will provide will help provide a better experience for our customers. You will be the IT Liaison customer issues and escalations, coordinating cross functional teams to address and resolve these issues. You will work with call centers to take on referrals and engage the correct IT teams.
* Conduct initial investigation within our customer systems and gather data. * Identify and engage the teams needed to resolve issue. * Leads cross functional teams to investigate customer issues and follow through to resolution. * Coordinates with internal IT and customer service teams. * Manage multiple issues simultaneously. * Identify trends to minimize customer impacts and help get to the root cause. * Follow issues through resolution. * Prepare reports and presentations for up to executive level.
What we're looking for...
You enjoy working collaboratively in a fast-paced team environment to analyze and creatively solve complex problems. You want to transform the way we work on the inside to improve the experience we deliver on the outside.
You'll need to have:
* Bachelor's degree or four or more years of work experience. * Four or more years of relevant work experience. * Experience accessing multiple IT systems to obtain data and investigation customer issues. * Experience in Addressing and managing customer issue resolution.
Even better if you have:
* A degree. * Experience with customer relations or customer service within telecom industry. * Experience in managing cross-functional teams to quickly and effectively resolve issues. * Experience with Ordering and Billing applications. * Experience in Accessing and researching customer ordering, provisioning and billing data. * Experience in Tracking and trending issues and resolution. * Experience with data mining. * Experience with analyzing customer profiles and billing data. * Leadership experience.
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.
Verizon Communications (formerly Bell Atlantic) is a company providing communications, information, and entertainment products and services.