Job Description

A large telecom client is looking for a client services representative to join their team. Responsibilities include:
Answer incoming service calls from customers to perform initial diagnosis and take actions to correct problems.
Enlist network management personnel, support, repair organizations, and 3rd party providers as necessary to facilitate trouble resolution.
Document and track troubles within the Enterprise Ticket Management System to facilitate trouble resolution.
All actions must be thoroughly documented within the ticket.
Provide information to the customer regarding the current status or resolution of the reported trouble in accordance with procedures.
Exercise independent judgment and manage the escalation process as required, in support of trouble repair activities.
Update knowledge base systems to provide accurate troubleshooting guidelines related to repair activities. Provide alternate solutions to resolve issues outside normal guidelines and procedures.
Participate on escalated customer issues and communicate technical information clearly and concisely in written and verbal forms.

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Preferred Verizon Experience
7+ years of customer service/client facing experience
o Client services, client engagement, sales, call center etc.
Candidate must be able to obtain a Public Trust Clearance
Center is 24/7 so individual must be able to work all shifts

Job Tags

All shifts,

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