Coach - B-lingual-Fayetteville

Coach - B-lingual-Fayetteville

Req ID#: 387056

Fayetteville, North Carolina, United States of America

Job Description:

About US

Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.

• Winner of Comparably’ s Award for Best Global Culture for the past 3 years

• Gold Stevie Award Winner for Great Employers

• Winner of The Business Intelligence Group’s 2024 Best Place to Work award

• Military Spouse Friendly Employer

• Rated by Comparably among the Top 100 highest-rated Companies for Diversity

Read more about our culture:Foundever™ Stories. (https://stories.foundever.com/)

Job Summary

The Verizon Concierge is a customer-centric position dedicated to providing exceptional support and guidance to Verizon customers. This role focuses on assisting customers via phone and email with using and navigating Verizon resources and offering basic technical troubleshooting when needed. The ideal candidate is a proactive problem-solver with excellent communication skills and a passion for helping others. This white-glove service should not only encompass traditional tech support but also proactively assist users in discovering and utilizing resources for their needs. By providing timely and effective responses, the service aims to consistently surpass customer expectations.

Summary of Responsibilities

• Provide white-glove service to women and minority-owned Verizon small businesses

• Resource Navigation: Guide customers in using and navigating Verizon resources and Digital Ready portal, including basic troubleshooting in course completion, finding relevant topics and resources, events registration and other digital offerings.

• Technical Support:

• Receive incoming requests for customer support via phone, email, and chat

• Provide answers to standard questions across a range of topics

• Triage to the technical teams within internal partners when deeper evaluation is required

• Collaborate with key stakeholders, including engineering team and third-party partners, to identify common user issues and troubleshoot solutions.

• Offer basic troubleshooting assistance for common technical issues related to Verizon services and products.

• Customer Education: Educate customers on utilizing Verizon's offerings to their fullest potential.

• Issue Resolution: Identify, diagnose, and resolve customer problems efficiently, escalating complex issues to higher-level support when necessary. Respond to incoming calls with a wait time of no more than 10 minutes and respond to all email requests within a 24-hour timeframe.

• Documentation: Maintain accurate records of customer interactions, issues, and resolutions in the support database.

• Feedback Collection: Gather and report customer feedback to help improve Verizon's products, services, and customer experience.

• Team Collaboration: Work closely with other support team members and departments to ensure a seamless customer support experience.

Position Qualifications

• Experience: Minimum of 1-year previous experience in customer support, technical support, or a related field is required.

• Proficient in English and Spanish for bilingual roles.

• Experience using CRM (customer relationship management) tools a plus.

Education

• High school diploma or equivalent required; college degree preferred.

Salary Range

The base pay range for this position is up to $23.08 per hour; however, base pay offered may vary depending on location, job-related knowledge, education, skills, and experience.

Pre-employment Requirements

Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years.

Foundever is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination.

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