Bilingual Business Account Specialist- SMB

Verizon•Irving, TX

5d•Hybrid

About The Position

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. As an Inside Account Management Bilingual Analyst, you will be a part of the Business Markets Inside Base Management Team. Your role will involve making proactive outbound calls to Verizon's small business customers to ensure their accounts are in good standing. You will also provide them with the latest offers, plans, and services. What you’ll be doing... You will operate in a technically advanced ecosystem where AI-driven insights prioritize your workflow, ensuring you spend your time on the interactions that matter most. Your day-to-day will be focused on delivering a world-class customer experience to delight our customers. Welcome & Onboarding: verifying products, positioning value-added services, and ensuring a seamless new customer experience. Expertly guide customers through their first bill, confidently explaining complex charges like proration, one-time activation fees, and device promotion timelines to eliminate "bill shock." Actively prospect within existing customer accounts for new business needs, employee hires, and referrals during these interactions. Base Management Outbound: Execute curated campaigns and the outbound base offer strategy—determined by Marketing—for strategic upgrades, plan migrations, and special product and service offers. Actively prospect and qualify existing customers for new business needs, employee hires, and referrals during these interactions. Value Reinforcement & Right-Sizing: You must be well-versed in Verizon's product catalog (including FWA and OneTalk) to right-size accounts, add necessary features organically when requested by the customer, and explain the value of free resources like the Small Business Digital Ready program.

Requirements

Bilingual in English and Spanish
Active Business Identification: The ability to move beyond the primary call objective (onboarding, offer execution) to actively identify and uncover secondary opportunities, such as new business needs, potential employee hires for the customer's business, and referral leads for new accounts.
Product & Solution Fluency: Must be well-versed in the entire Verizon product catalog, including FWA and OneTalk, to "right-size" accounts, organically add necessary features, and clearly explain the value of free resources like the Small Business Digital Ready program.
Expert-Level Billing Acumen & Clarity: The confidence and knowledge to immediately analyze and articulate complex financial details.
Interpersonal De-escalation: The strength to handle immediate customer frustration—especially regarding billing—and to use strong interpersonal skills to transform a potentially negative interaction ("bill shock") into a "moment of delight."
System Navigation: The ability to smoothly "swivel-chair" and operate across multiple platforms simultaneously.
Bachelor’s degree or one or more years of relevant experience required, demonstrated through work experience and/or military experience.
Bilingual in Spanish and English.

Nice To Haves

Customer service experience
Business-to-business sales experience and business acumen
Experience handling inbound and outbound customer calls
Ability to work effectively as a team player and independently in a hybrid work environment

Responsibilities

Making proactive outbound calls to Verizon's small business customers to ensure their accounts are in good standing.
Providing customers with the latest offers, plans, and services.
Verifying products, positioning value-added services, and ensuring a seamless new customer experience.
Guiding customers through their first bill, explaining complex charges like proration, one-time activation fees, and device promotion timelines.
Prospecting within existing customer accounts for new business needs, employee hires, and referrals.
Executing curated campaigns and outbound base offer strategy for strategic upgrades, plan migrations, and special product and service offers.
Right-sizing accounts, adding necessary features organically when requested by the customer.
Explaining the value of free resources like the Small Business Digital Ready program.