Bus Coord-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 across the globe. We’re a diverse network of people driven by our shared ambition to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.

What you’ll be doing...

About our team:

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.

• Review, calculate and apply 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.
• Build and maintain customer’s contract information for business customers and ensure customer’s contract terms are provisioned in ECPD.
• Research complex processes, system and/or customer issues to analyze business situations and provide recommendations; incorporating both customer and compliance point of view.
• Place outbound calls to internal and external customers as required to obtain immediate resolution and/or completion of tasks.
• Review, research and take action on customer inquiries related to employer discount program; resolving automation errors, escalation support and auditing functions.
• Complete various transactions utilizing Verizon systems including EWI/ECPD, Work Flow Manager (WFM), ACSS, and OneSource.
• Review incoming documents to ensure compliance to documented process and requirements prior to completion.
• Educate internal and external customers on company guidelines and procedures; giving guidance and direction on completing request timely and efficiently

Where you'll be working:

In thishybridrole, you'll have a defined work location that includes work from home and assigned office days set by your manager.

What we’re looking for...

You will need to have:

• 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)

Even better if you have one or more of the following:

• 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

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.

COVID-19 Vaccination Requirement

Verizon requires new hires to be fully vaccinated against COVID-19. Verizon provides reasonable accommodations consistent with legal requirements (e.g., for medical, religious, or state law recognized reasons).