About the Company
Verizon is a global leader in delivering innovative communications and technology solutions. We are committed to connecting people and businesses to the digital world, empowering them to achieve more. Our customer-centric approach drives everything we do, from pioneering 5G technology to providing exceptional support. Join a team where your impact is recognized, and your career growth is prioritized.
Job Description
As a Remote Customer Retention Specialist at Verizon, you will be a vital part of our mission to keep our valuable customers connected. Your primary role will be to engage with customers who are considering canceling their services, understand their concerns, and offer compelling solutions to retain their business. This is a critical role that requires empathy, strong problem-solving skills, and a persuasive communication style. You will work from the comfort of your home, ensuring our customers feel heard and valued, ultimately contributing to our company’s success and customer loyalty.
Key Responsibilities
- Handle inbound and outbound calls from customers expressing intent to cancel services.
- Proactively identify and address customer needs and pain points through active listening.
- Present tailored solutions, promotions, and alternative service options to retain customers.
- Document all customer interactions and retention efforts accurately in the CRM system.
- Collaborate with other departments to resolve complex customer issues and escalate as needed.
- Achieve and exceed individual and team retention targets and service level agreements.
- Stay updated on all Verizon products, services, policies, and competitor offerings.
- Maintain a high level of professionalism and customer satisfaction during all interactions.
Required Skills
- Minimum of 1 year of experience in customer service, sales, or a call center environment.
- Exceptional verbal and written communication skills with a persuasive approach.
- Strong active listening and problem-solving abilities.
- Proficiency in navigating multiple computer systems and CRM software.
- Ability to work independently in a remote environment with minimal supervision.
- High school diploma or GED equivalent.
Preferred Qualifications
- Experience in customer retention or de-escalation roles.
- Familiarity with telecommunications products and services.
- Associates degree or some college coursework completed.
Perks & Benefits
- Competitive hourly wage with performance-based incentives.
- Comprehensive health, dental, and vision insurance.
- 401(k) retirement plan with company match.
- Generous paid time off and holiday schedule.
- Employee discounts on Verizon products and services.
- Extensive training and ongoing professional development opportunities.
- Access to an Employee Assistance Program.
- Work-from-home stipend for essential equipment.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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