Verizon Customer Service Representative

Accept and resolve internal and external customer concerns by researching accounts, evaluating issues, and determining reasonable resolutions using department guidelines. Document all interactions according to standards and manage follow-up contacts with multiple parties to ensure efficient issue resolution. Provide multi-level support to retail sales representatives and leadership by answering phone calls, explaining policies, and submitting requests on behalf of customers. Utilize internal systems to access customer history and refer unresolved grievances to Verizon Wireless for further investigation while maintaining high critical thinking and discretion.