About the position

Verizon is hiring a Supervisor-Sales Call Customer Service to lead a customer care call-center team. The supervisor models first-class customer service and develops employees who answer questions and resolve customer issues involving devices, billing, and other matters. This is a remote, work-from-home role with occasional in-person trainings and meetings. Employees must live within 75 miles of the current reporting location and may be asked to attend office team huddles or meetings. The position is scheduled for 40 hours per week and requires availability to work evenings, weekends, and holidays. The annual salary range for the listed locations on a full-time schedule is \$72,500 to \$126,000; compensation varies by location and job-related skills and experience, and the position is incentive-based with potential additional earnings.

Responsibilities

• Lead, motivate, and develop a customer care team to deliver outstanding service.
• Ensure the team has the resources and training needed to resolve customer issues quickly.
• Track and manage call volume to support optimal efficiency.
• Monitor employee-customer interactions to maintain service quality and mentor employees on improvement.
• Apply policies, procedures, and guidelines appropriately, setting an example in interpersonal skills, work ethic, and judgment.
• Answer customer questions and resolve issues involving devices, billing, and other matters through the team.

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.
• Must live within 75 miles of the current reporting location.
• Ability to thrive in a fast-paced, multifaceted environment, use sound judgment, manage multiple tasks and time effectively, develop teams, and build relationships and credibility.

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.

Benefits

• Medical, dental, and vision coverage.
• Short- and long-term disability insurance.
• Basic and supplemental life insurance and AD&D insurance.
• Identity theft protection, pet insurance, and group home and auto insurance.
• Matched 401(k) savings plan.
• Up to 8 company-paid holidays per year and 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, and allowances, depending on the role.
• Up to 15 days of vacation per year for newly hired employees, increasing with additional service.