Coach - B-lingual-Fayetteville

About US

Foundever is a global leader in the customer experience (CX) industry. With 170000 associates across the globe were the team behind the best experiences for 750 of the worlds leading and digitalfirst 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 founderled 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 Groups 2024 Best Place to Work award
Military Spouse Friendly Employer
Rated by Comparably among the Top 100 highestrated Companies for Diversity

Read more about our culture: Foundever Stories.

Job Summary

The Verizon Concierge is a customercentric 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 problemsolver with excellent communication skills and a passion for helping others. This whiteglove 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 whiteglove service to women and minorityowned 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 thirdparty 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 Verizons offerings to their fullest potential.
• Issue Resolution: Identify diagnose and resolve customer problems efficiently escalating complex issues to higherlevel 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 24hour 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 Verizons 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 1year 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 jobrelated knowledge education skills and experience.

Preemployment 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.