Business Coordinator -Operations Support

When you join Verizon

Verizon is one of the world's leading providers of technology and communications services, transforming the way we connect around the world. We're a human network that reaches across the globe and works behind the scenes. We anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together-lifting up our communities and striving to make an impact to move the world forward. If you're fueled by purpose, and powered by persistence, explore a career with us. Here, you'll discover the rigor it takes to make a difference and the fulfillment that comes with living the #NetworkLife.

What you'll be doing...

The Business Finance Operations (BFO) team is a wireless operations group responsible for ensuring that business channel activities adhere to Verizon's standards and guidelines. The team audits business channel activities and transactions, creates and maintains wireless profiles in ECPD, oversees promotional offers and discounts, applies and maintains wireless tax exempt status, and manages business channel OCCs. The BFO works closely with the BGCO and the business sales channel to support Verizon's business customers.

As a BFO Coordinator, you will handle a broad range of internal and external customer transactions received through Workflow Manager. You may also assist with escalations and large research requests. The focus is to complete each task with urgency and accuracy, creating a great customer experience while maintaining a clear focus on business objectives.

The position is ideally suited for someone who enjoys problem solving, is a big picture thinker and capable of meeting performance requirements without sacrificing quality or the customer experience. Successful candidates will be organized, have excellent verbal and written communication skills, and work well independently while contributing to the team as an engaged member in a production environment. This job will require you to communicate effectively with Verizon employees across several levels, as well as with external customers.

You should be a fast learner, adaptable to change, able to anticipate needs and think beyond the guidelines provided in the role. Attention to detail, critical thinking and accuracy are essential.

• Reviewing, calculating and applying other charges and credits in support of contractual pricing and/or equipment offers, special offers or promotions and other system, sales and customer related issues that may require an OCC.
  
• Building and maintaining customer's contract information for business customers and ensure customer's contract terms areprovisioned in ECPD.
  
• Researching complex processes, system and/or customer issues to analyze business situations and provide recommendations; incorporating both customer and compliance point of view.
  
• Placing outbound calls to internal and external customers as required to obtain immediate resolution and/or completion of tasks.
  
• Reviewing, researching and take action on customer inquiries related to employer discount program; resolving automation errors, escalation support and auditing functions.
  
• Completing various transactions utilizing Verizon systems including EWI/ECPD, Work Flow Manager (WFM), ACSS, and OneSource.
  
• Reviewing incoming documents to ensure compliance to documented process and requirements prior to completion.
  
• Educating internal and external customers on company guidelines and procedures; giving guidance and direction on completing request timely and efficiently.
  
  

• Bachelor's Degree or one or more years of work experience.
  
• One or more years of experience in customer service / sales.
  
• Experience with Microsoft Office products (Excel, Word, and PowerPoint) and Google G Suite (Docs, Sheets, Slides, and Drive).
  

• Excellent written and verbal communication skills.
  
• Critical thinking skills, the ability to analyze situations, determine root cause and independently choose best course of action based on documented guidelines and procedures.
  
• Proven ability to meet goals while working in a fast paced environment.
  
• Knowledge of Verizon Business plans and pricing.
  
• Knowledge of Verizon products and systems.
  
• Experience with (ECPD, ACSS, WFM).
  
• Strong mathematical analytical skills.
  
• Able to work independently in a fast paced, rapidly changing environment, with limited supervision.