Bilingual Business Account Specialist- SMB
About The Position
As a Bilingual Analyst on the Inside Base Management team, you will focus on Verizon's small-business customers. Your role will involve making proactive outbound calls to ensure that these customers' accounts are in good standing and that they are aware of the latest offers, plans, and services available to them. 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. This includes welcoming and onboarding new customers by verifying products, positioning value-added services, and ensuring a seamless new customer experience. You will 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." You will also actively prospect within existing customer accounts for new business needs, employee hires, and referrals during these interactions. Additionally, you will execute curated campaigns and the outbound base offer strategy for strategic upgrades, plan migrations, and special product and service offers. 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.
- Ability to identify and uncover secondary opportunities, such as new business needs, potential employee hires, and referral leads.
- Must be well-versed in the entire Verizon product catalog, including FWA and OneTalk.
- Ability to analyze and articulate complex financial details.
- Strong interpersonal skills for de-escalation.
- Bachelor’s degree or one or more years of relevant experience required, demonstrated through work experience and/or military experience.
Nice To Haves
- Consultative mindset.
- Expert-level billing acumen and clarity.
- Efficiency in system navigation to prevent friction and maintain call momentum.
Responsibilities
- Make proactive outbound calls to small-business customers.
- Ensure customer accounts are in good standing.
- Inform customers about the latest offers, plans, and services.
- Deliver a world-class customer experience.
- Verify products and position value-added services for new customers.
- Guide customers through their first bill, explaining complex charges.
- Prospect existing customer accounts for new business needs, employee hires, and referrals.
- Execute curated campaigns and outbound base offer strategy for upgrades, plan migrations, and special offers.
- Right-size accounts and add necessary features.
- Explain the value of free resources like the Small Business Digital Ready program.
- Handle immediate customer frustration and de-escalate negative interactions.
- Navigate and operate across multiple platforms simultaneously.
Benefits
- Medical, dental, vision, short and long term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance and group home & auto insurance.
- Matched 401(k) savings plan.
- Up to 8 company paid holidays per year.
- Up to 6 personal days per year.
- Paid parental leave.
- Adoption assistance.
- Tuition assistance.
- Other incentives.
- Up to 15 days of vacation per year, which grows with additional service.
- Potential for premium pay such as overtime, shift differential, holiday pay, allowances.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
