CUSTOMER SERVICE CLERK

Summary

Performs support work for the Consumer Sales and Service Centers, which may include complex and diversified clerical duties which require frequent independent judgment and extensive job knowledge and understanding of working relationships. Ability to work in a customer service environment with internal and external customers. Ability to work independently with minimum supervision. Ability to operate automated office equipment.

Responsibilities

Duties may include, but are not limited to, the following:
A. Performs support work for the Consumer Sales & Service (CSSC) Centers, in tandem with the work Consultants perform, up to the point of negotiation with the customers.
B. Responsible for maintaining required productivity and quality levels and maintaining required service level results.
C. Operating and maintaining various office equipment.
D. Proficiency with various software applications where applicable.
E. Contacts customers to provide information, or clarify information with regard to changes to the customer's accounts. Takes incoming calls from employees / customers requiring account changes.
F. Preparing reports with emphasis on accuracy; analyzing and summarizing data. Computing mathematical data.
G. Operating a terminal device to establish, update and retrieve data and to transmit information to other organizations within the company (via BOSS, Service Order Processor, SSNS, PREMIS for multiple jurisdictions , Imaging applications, Microsoft Word , and any new systems that may be created).
H. Uses error code and resolution guides, verifying order accuracy and completeness and entering corrections, and/or changes.
I. Uses job aids/methods and procedures and other reference materials to interpret and resolve written customer requests.
J. Performs adjustments to customer bills using mechanical and manual processes.
K. Usually shares a work location with others performing similar tasks.
L. Meeting annual performance objectives.
M. May be required to perform additional duties and tasks as required by the Company.

Qualifications

A. Tests - Results obtained in standard tests for this position must meet minimum requirements established by the Company, in accordance with Company policy.
B. Ability to communicate effectively with customers both orally and in writing.
C. Ability to record information legibly and accurately.
D. Responsible for talking with customers by telephone.
E. Ability to perform in confined working situations for extended periods of time.
F. Required to work at a stationary work location using a personal computer nt for extended periods of time.
G. Must be available to work scheduled tours designated by the Collective Bargaining Agreement and/or the needs of the business. Associates may be required to work evenings, weekends, holidays, and overtime as the needs of the business necessitate. Non-scheduled days will be required as needs of the business necessitate.

Additional Information

In this worksite-based role, you'll work onsite at a defined location.

Test(s) Required

Verizon Job Fit Test A
SACS HTML Web Chat Results
Data Entry Test
Customer Service Clerk SI

Test Preview

Equal Employment Opportunity

We're proud to be an equal opportunity employer - and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.