Customer Service Loyalty Champion II
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About The Position
As a champion on the Loyalty team, you'll be responsible for resolving customer needs and preventing churn, emphasizing proactive measures in your day-to-day activities. You'll handle and resolve escalated customer concerns that have varying levels of complexity, turning every contact into a sale or save opportunity with a premium experience so customers will stay loyal to Verizon. Embrace the Service Plus mindset by resolving customer concerns and future concerns. You'll grow the business, which includes completing a full end-to-end account analysis and executing targeted loyalty and retention strategies for high-value and at-risk customers. Providing an exceptional experience by listening for bells of churn during conversations while leveraging historical reports is key. You'll navigate systems and utilize available tools and resources to be self-sufficient and effectively provide all applicable offers available for the customers in your queue. Serving as a brand ambassador and advocate for your customers throughout every contact and highlighting all that Verizon has to offer through our products and services is essential. You'll apply business acumen to make informed decisions that balance customer satisfaction with cost-effectiveness. After resolving issues, you'll identify plans, products, and services that would suit customer needs to prevent future contacts.
