Duties of a Verizon Wireless Customer Service Representative

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Verizon Wireless is one of the biggest names in the mobile service industry, with more than 2,000 stores and kiosks, as well as 34 facilities that serve as customer service centers. In order to continuously obtain new clients and exceed expectations, Verizon employs customer service representatives to work either in stores or in call centers. The company trains reps to address customer questions on anything from car chargers to billing concerns.

Make Customers Happy

  • Verizon demands that regardless of the circumstances, representatives never forget the number one priority -- customer service. The company's Code of Conduct states that employees must be courteous, respectful and honest at all times. Ideal representatives are attentive, proactive and interpersonal, whether they're modifying pricing plans or explaining how data works. By taking their concerns seriously and working quickly to resolve issues, reps establish a foundation of trust and satisfaction with customers.

Assist in Person

  • Some customer service representatives are hired to work at Verizon locations, where they're the first to greet guests and make them comfortable. While customers wait for the next available salesperson, reps may promote accessories or show customers new apps. They also may take care of minor needs, such as adding protection warranties or upgrading data plans. During slow periods, reps fill their time by replenishing inventory and ensuring any devices displayed for customers to test are clean and ready to use.

Answer Incoming Calls

  • Customer service representatives that are hired to work strictly on the phone must be organized, fast and pleasant as they deal with many calls each day. Most call center representatives handle one particular topic, such as bill paying or troubleshooting. According to the Job Search Television Network, these reps may handle between 65 and 75 calls each day, which requires technical skill and the ability to work between multiple computer screens.

Ongoing Development

  • Before representatives get to work with customers, they undergo considerable instruction and hands-on practice, which was recognized by "Training" magazine for being among the top training and development programs in the country. Even after the initial learning experience is over, Verizon expects reps to complete between six and eight hours of continued training each month. Reps are also educated on the ins and outs of new services and products before they become available to the public.

References

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