Supervisor-Sales Call Center Customer Service

Verizon • Scranton, PA

7d • Remote

About The Position

The Supervisor-Sales Call Center Customer Service leads a customer care call-center team responsible for answering customer questions and resolving issues involving devices, billing, and other matters. The supervisor models first-class customer service, develops employees, and ensures the team can consistently deliver prompt, high-quality support. The role involves managing call volume and resources, monitoring customer interactions, mentoring employees, and applying company policies and procedures. This is a remote, work-from-home position with occasional in-person trainings and meetings. The home office must be within 75 miles of Scranton, Pennsylvania, and/or Philadelphia, Pennsylvania. The schedule is 40 hours per week, with willingness to work evenings, weekends, and holidays required.

Requirements

• Bachelor’s degree or four or more years of work experience.
• Four or more years of relevant experience, demonstrated through work experience and/or military experience.
• Willingness to work evenings, weekends, and holidays.
• Home office located within 75 miles of Scranton, PA, and/or Philadelphia, PA.
• Ability to thrive in a fast-paced, multifaceted environment, use sound judgment, develop teams, build relationships, multitask, and manage time effectively.

Nice To Haves

• A degree.
• Customer service or call center experience, ideally with technical products or services.
• Experience leading a team, preferably in customer service or a call center environment.

Responsibilities

• Lead, motivate, and develop a customer care team to deliver outstanding service.
• Ensure resources are available and employees are trained to resolve customer issues quickly.
• Track and manage call volume to optimize efficiency.
• Monitor employee-customer interactions and mentor the team to improve service quality.
• Apply policies, procedures, and guidelines appropriately.
• Set an example for interpersonal skills, work ethic, and judgment.
• Answer customer questions and resolve issues involving devices, billing, and other matters through the team.

Benefits

• Medical, dental, and vision coverage.
• Short- and long-term disability insurance.
• Basic and supplemental life insurance.
• AD&D insurance.
• Identity theft protection.
• Pet insurance.
• Group home and 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.
• Incentives and potential premium pay, such as overtime, shift differential, holiday pay, or allowances, depending on the role.
• Up to 15 days of vacation per year for newly hired employees, increasing with additional service.

What This Job Offers

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