Telecom Account Services Supervisor

You want more out of a career. A place to share your ideas freely - even if they're daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love - driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together - lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the V Team Life.

What you'll be doing...

This Supervisor role is a leadership position for the Regional Business Customer Care - Order and Billing team whose principle role is assuring Verizon provides an optimal customer experience across the retail enterprise and government customers for Telecom products and services. In this positin, you will be responsible for managing a team of employees that provides customers with telecommunications account support. You will drive customer satisfaction of a Verizon product or solution across a variety of technical and non-technical support functions whose goal is to fulfill customer requirements.

In this role, you will:

• Supervise a team of associates to ensure customer's order requests and billing inquiries/claims are processed accurately and timely.

• Provide developmental coaching to associates by assessing ongoing performance, providing feedback and training as required, and taking appropriate corrective actions to support associates in achieving their objectives.

• Perform quality work reviews to provide performance feedback.

• Conduct side by side observation reviews and provide coaching/mentoring

• Ensure Associate appraisals are aligned with corporate standards.

• Set clear expectations, drive performance, deliver results, provide support, and eliminate obstacles while fostering a professional culture amongst the team.

• Know, understand and be able to articulate your teams performance, determine drivers and action plans for improvement

• Promote inclusion, innovation and employee development

• Conduct weekly/monthly team meetings, daily touch base meetings, one on one discussions.

• Encourage teamwork and collaboration

• Provide guidance and assistance in the resolution of escalated issues.

• Foster ethics by creating a safe, ethical and inclusive environment ensuring accountability to the Verizon Credo, Verizon Codes of Business Conduct and all applicable standards, practices and guidelines.

• Partner with Union Representation to foster good relations, hear and resolve grievances and ensure all contractual requirements are met for both Verizon and the Union. Partner with Human Resources as needed to support department or corporate needs.

• Access over 50 internal systems to view and manage the work.

• Partner with supporting organizations ie, Employee Assist Program, Labor, HR, Test Bureaus, Dispatch Organizations, IT Support.

Where you'll be working...
This is a work-from-home role performed almost exclusively from your home office with occasional in-person meetings and trainings. The only viable location for this position is the Brooklyn, New York metro area.

What we're looking for...

You'll need to have...

• Four or more years of work experience.

• Four or more years of relevant work experience as a people leader in an account services environment

• Four or more years of experience supervising telecommunications account services reps

• Experience managing a high performing team in a deadline driven and fast paced environment

• Experience in a customer-facing role

• Experience solving customer and employee needs, problems, and questions quickly and creatively

• Be located within commutable distance to the Verizon office in Brooklyn, New York

Even better if you also have...

• A Degree

• Six or more years of leading people on high performing teams

• Six or more years of experience in a customer facing account services role.

• Experience managing union employees

• Experience with collective bargaining agreements, labor relations and negotiating with labor unions

• Excellent organizational, analytical, written, and oral communication skills

• Outstanding time and people management and problem-solving skills.

• Ability to use good judgment, make independent decisions and proactively problem solve.

• Capable of performing comfortably in a fast-paced, deadline-oriented work environment.

• Ability to work as a team member, as well as independently.

• Knowledge of Telecom products and services.

• Proficient in Microsoft office suite with an emphasis on Excel.

• High level of energy to lead an associate team in achieving optimal success

• Ability to be self-motivated, learn quickly and adapt rapidly to transformation

• Ability to communicate with front line employees and customers

If Verizon and this role sound like a fit for you, we encourage you to apply, even if you don't meet every "even better" qualification listed above.

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.