Thrive Accelerate Up- Supervisor- Call Center Tech Customer Service

Job Description:

When you join Verizon

You want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the #VTeamLife.

What you’ll be doing...

This position – which is part of the Verizon Thrive Accelerate Up Program – will give you a chance to channel your drive and enthusiasm while learning from the best minds in the industry. You’ll be front and center, hands-on, and contributing your creative energy to high-impact projects from the moment you arrive, through the course of this 1 year training experience. You will take part in meaningful work and real-life projects within Verizon that will help you grow both professionally and personally throughout the program while preparing you to work as a call center supervisor supporting the Wireline Network Operations organization. This is a temporary, full time 1 year training program with an opportunity to convert into a permanent position upon successful completion. Candidates interested in other Verizon career opportunities should search and apply here: www.verizon.com/careers

Customers rely on us for the best network and entertainment. And when they have questions or issues, you’ll be there with outstanding technical support and customer service. You’ll lead a tech support team in a call center to help our FiOS customers with their voice, data, and video services. The team will be troubleshooting issues in hardware, software, applications, networks, or devices and answering customer tech questions. You’ll motivate your team to bring their best every day.

• Leading and motivating a team of customer service technicians.

• Managing employee performance including, the establishment of clear roles and responsibilities, setting clear objectives, assessing and tracking performance, providing feedback, training, and mentoring.

• Ensuring compliance with all company policies and processes including safety, attendance, performance, work rules, and code of conduct.

• Delivering on all performance measures and continuously identifying new ways to improve team performance.

• This position can be located in the following COSC locations in DE, MD, NH, PA, and VA.

What we’re looking for...

You thrive in a fast-paced dynamic environment where different challenges pop up all the time. People come to you with all their tech questions because you have a knack for explaining the complex in simple easy-to-understand ways. You understand the impact that every interaction has on an organization’s ability to build customer loyalty and enjoy motivating others to achieve great results. Responding to the needs and preferences of others, you flex your style and approach to build rapport with a diverse range of people.

You’ll need to have:

• Three Years of relevant experience are required, demonstrated through work experience and/or military experience.

• Willingness to work nights, weekends, and holidays.

Even better if you have one or more of the following:

• Have completed a pre-apprenticeship training, and apprenticeship or similar programs related to technical skill tracks

• A degree.

• Led a team (Ideally, in customer service or call center that supported technical products or service)

• Technical knowledge/experience in communication networking components (e.g., routers, LAN topology, Ethernet Network Interface).

• Customer service or call center experience.

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in cloud and security solutions, Internet of Things and video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

Equal Employment Opportunity

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.

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.

The annual salary for this position based on a full-time schedule is $71,772

Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefit options including: 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. We also offer a matched 401(k) savings plan, stock incentive programs, up to 8 company paid holidays per year and up to 6 personal days per year, parental leave, adoption assistance and tuition assistance, plus other incentives, we’ve got you covered with our award-winning total rewards package. Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc. Newly hired employees receive up to 15 days of vacation per year, which grows with additional service. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.

Where you’ll be working

In this remote role, you'll work from home with occasional in-person trainings and meetings.

Scheduled Weekly Hours

40