Description |
Responsibilities
Bi-Lingual Coordinator - Customer Service Training Classes will start in January 2010. Looking for a challenging career with unlimited potential for growth? Then it's time to consider Verizon Wireless. We believe in peak performance, and that means more than just striving to be the best * it means being the best. We're a confident and powerful team of individuals who feel part of something special, and drive towards the goals we set high for ourselves. You too? Then you might be perfect for a career as a Verizon Wireless Bi-lingual CS Coordinator. In this role, your primary functions are: (1) Primary function is on-line Associate handling Bilingual (Spanish) inbound service calls in a variety of queues. You will also evaluate customer concerns and resolve problems to the customer's satisfaction. (2) Handles situations, which may require adaptation of response or extensive research. (3) Assesses needs and suggests/promotes alternative products and services. (4) Works independently and handles situations, which may require adaptation of response or extensive research. (5) Efficiently handle multiple call types (Technical Support, Ez Move, etc.) (6) Strives for first call resolution on every call and is accountable to resolve the call in its entirety. (7) Assesses needs and suggests/promotes alternative products and services. (8) Uses resources for information gathering, rerate and other calculations. (9) Act as a role model by demonstrating strong communication skills, work ethics and sound judgment in the application of policies, procedures and guidelines. (10) Assist in other departments or workgroups as needed. (11) Assist with special projects and serve as SME on various projects
It takes dedicated, hard-working people like you to provide the nation's best, most reliable wireless network. That's why we offer some of the best benefits around. And the best part is, the day you start is the day your medical/dental/vision/life insurance, paid vacation, training and tuition reimbursement benefits start.
We also know how important work/life issues are in today's marketplace. And we reward you with competitive time off and employee assistance programs so you can manage work with the rest of your life.
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Requirements |
****MUST BE FLUENT IN SPANISH****We're looking for individuals who are great on the phone - that's where you'll do most of your work - and who are serious multi-taskers. If you're adept at working between multiple computer screens and have good technical skills, then you'll thrive in this structured work environment. At least one year of customer service experience is required. Preferred candidates will have an associate's degree (or equivalent work experience) and relevant experience, including on-line customer contact. * Good negotiation skills with in-depth knowledge of roaming, billing and payment options, Tier 1 troubleshooting, enhanced services and equipment programming and problem-solving * Willingness to work flexible schedules to provide coverage for the call center during all hours of operation. * Exceptional communication (verbal & written), negotiation and independent decision making skills.* Ability to prioritize and manage multiple tasks.* Models core values in daily interactions with customers and employees at all levels * Strong working knowledge of center processes and procedures with attention to detail * Self-motivated, creative, flexible, willing to take initiative and be accountable for actions. * Excellent organizational and time management skills. * Demonstrated effective leadership and interpersonal skills* MTAS, MARS and Remedy knowledge a plus (Tier 2 troubleshooting skills)Additional Information:All candidates must be available to work any shift between the operation hours of 6:00am to 11:00pm 7 days a week. Work schedules may fluctuate on a weekly basis, with a two-week advance notice.
We are an equal opportunity employer m/f/d/v.
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