Bilingual Business Account Specialist- SMB

Verizon • Temple Terrace, FL

3d • Hybrid

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.
• Bachelor’s degree or one or more years of relevant experience required, demonstrated through work experience and/or military experience.
• Active Business Identification: The ability to move beyond the primary call objective to actively identify and uncover secondary opportunities.
• Product & Solution Fluency: Must be well-versed in the entire Verizon product catalog, including FWA and OneTalk.
• 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 and use strong interpersonal skills.
• System Navigation: The ability to smoothly "swivel-chair" and operate across multiple platforms simultaneously.

Nice To Haves

• If Verizon and this role sound like a fit for you, we encourage you to apply even if you don’t meet every “even better” qualification listed above.

Responsibilities

• Make proactive outbound calls to ensure small-business customers' accounts are in good standing.
• Inform customers about the latest offers, plans, and services available to them.
• 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 like proration, one-time activation fees, and device promotion timelines.
• Actively prospect within existing customer accounts for new business needs, employee hires, and referrals.
• Execute curated campaigns and outbound base offer strategy for strategic upgrades, plan migrations, and special product/service offers.
• Right-size accounts, add necessary features organically, and explain the value of free resources like the Small Business Digital Ready program.
• Identify and uncover secondary opportunities, such as new business needs, potential employee hires, and referral leads.
• Analyze and articulate complex financial details on customer bills.
• Handle customer frustration, especially regarding billing, and transform negative interactions into positive experiences.
• 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.
• Premium pay such as overtime, shift differential, holiday pay, allowances, etc. (depending on the role).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level