Verizon
Social Influencer Escalations Senior Manager
Verizon, Basking Ridge, New Jersey, us, 07920
When you join VerizonVerizon is one of the world’s leading providers of technology and communications services, transforming the way we connect around the world. We anticipate, lead, and believe that listening is where learning begins. If you’re fueled by purpose, and powered by persistence, explore a career with us.
Building on our commitment to connect people with quality experiences, let's delve deeper into how we strategically position our diverse portfolio to cater to a broad spectrum of needs and preferences.
What you’ll be doing...As the Sr Manager leading the Social media and influencer ERT team, you will be responsible for handling the most urgent, complex, and sensitive customers that have a strong social media or influencer presence. Your role will consist of ensuring processes and procedures are efficient and effective to provide the best possible customer and business outcomes. You will work closely with our communications and social media teams to identify escalated situations and deliver exceptional service to these customers.
Responsibilities:
Creating and fostering the vision and strategy for our Customer Channels Operations work organization.
Building strong relationships across all the key stakeholders to provide valuable customer insights.
Defining the framework for effective processes and procedures that will enable efficient resolution to escalated issues.
Leading and developing a team that is driven towards resolving difficult and complex customer situations.
Providing proactive communication to the social media influencers with escalations.
Driving innovation with systems/tools that will assist in the team becoming more efficient.
Collaborating frequently with partners to share insights and feedback.
Ensuring the highest quality standards of service exist in relation to the resolution of escalations.
Where you’ll be working...In this role, you'll have a defined work location that includes work from home and assigned office days (in-office days are Tuesday, Wednesday, and Thursday).
What we’re looking for...You’ll need to have:
Bachelor's degree or four or more years of work experience.
Six or more years of relevant work experience.
Willingness to travel approximately up to 25%.
Experience leading a team.
Customer Service experience.
Even better if you have one or more of the following:
Experience in critical leadership skills such as planning, prioritization, communication, and project management.
Scheduled Weekly Hours40
Equal Employment OpportunityWe’re proud to be an equal opportunity employer - and celebrate our employees’ differences. At Verizon, we know that diversity makes us stronger. We strive for everyone to feel valued, connected, and empowered to reach their potential.
Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon.
If you are hired into certain work locations, the compensation range for this position is between $87,000.00 and $162,000.00 annually based on a full-time schedule. The salary will vary depending on your location and confirmed job-related skills and experience.
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Building on our commitment to connect people with quality experiences, let's delve deeper into how we strategically position our diverse portfolio to cater to a broad spectrum of needs and preferences.
What you’ll be doing...As the Sr Manager leading the Social media and influencer ERT team, you will be responsible for handling the most urgent, complex, and sensitive customers that have a strong social media or influencer presence. Your role will consist of ensuring processes and procedures are efficient and effective to provide the best possible customer and business outcomes. You will work closely with our communications and social media teams to identify escalated situations and deliver exceptional service to these customers.
Responsibilities:
Creating and fostering the vision and strategy for our Customer Channels Operations work organization.
Building strong relationships across all the key stakeholders to provide valuable customer insights.
Defining the framework for effective processes and procedures that will enable efficient resolution to escalated issues.
Leading and developing a team that is driven towards resolving difficult and complex customer situations.
Providing proactive communication to the social media influencers with escalations.
Driving innovation with systems/tools that will assist in the team becoming more efficient.
Collaborating frequently with partners to share insights and feedback.
Ensuring the highest quality standards of service exist in relation to the resolution of escalations.
Where you’ll be working...In this role, you'll have a defined work location that includes work from home and assigned office days (in-office days are Tuesday, Wednesday, and Thursday).
What we’re looking for...You’ll need to have:
Bachelor's degree or four or more years of work experience.
Six or more years of relevant work experience.
Willingness to travel approximately up to 25%.
Experience leading a team.
Customer Service experience.
Even better if you have one or more of the following:
Experience in critical leadership skills such as planning, prioritization, communication, and project management.
Scheduled Weekly Hours40
Equal Employment OpportunityWe’re proud to be an equal opportunity employer - and celebrate our employees’ differences. At Verizon, we know that diversity makes us stronger. We strive for everyone to feel valued, connected, and empowered to reach their potential.
Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon.
If you are hired into certain work locations, the compensation range for this position is between $87,000.00 and $162,000.00 annually based on a full-time schedule. The salary will vary depending on your location and confirmed job-related skills and experience.
#J-18808-Ljbffr