verizon callcenter
with alltel being bought out I was wondering what the verizon callcenter is lIke. is it csr, lead reps and sups? do you make commision in cs?
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no commissions, sometimes spiffs for certain items.
Rep, senior rep, coordinator, supervisor, AD.
Rep, senior rep, coordinator, supervisor, AD.
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scary im a lead rep at Alltel and I dont take calls I guess I will with verizon 👀
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Basically, your position I am guessing is that of a coordinator. And yes, they do take inbound calls. there are plenty of opportunities for offline projects and jobs.
The benefits package will make you happy to show up for work every day 😎
The benefits package will make you happy to show up for work every day 😎
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Ill be happy to keep my job our center could be on the chopping block we only have about 100 reps in our center.
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hopefully you'll at least have transfer opportunity. even a supervisor will take calls at vzw if the hold time gets too high. i'm in tech and we have care calls roll over to cut down the customer's hold time if we're not in queue ourselves. (we love care calls, they're soooo easy)
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associate rep=easy calls (min usage, balance, take payment, add/remove features)
senior rep=crap calls (billing problems, plan changes on multiple lines did i mention nasty billing problems, basic equipment troubleshooting, basic data troubleshooting, manual equipment programing etc)
cordinator= tier 2 troubleshooting for voice and data and taking some escalated calls if customer asks for supervisor also taking overflow calls from customer service
superviso=walking around most of the day looking busy getting ready for their monthly commission check for the sales that reps do even tho reps do not get any commission and their $8000 plus yearly bonus
associate director=telling sups in corporate speak to beat the s*it out of the reps...
(continues)
senior rep=crap calls (billing problems, plan changes on multiple lines did i mention nasty billing problems, basic equipment troubleshooting, basic data troubleshooting, manual equipment programing etc)
cordinator= tier 2 troubleshooting for voice and data and taking some escalated calls if customer asks for supervisor also taking overflow calls from customer service
superviso=walking around most of the day looking busy getting ready for their monthly commission check for the sales that reps do even tho reps do not get any commission and their $8000 plus yearly bonus
associate director=telling sups in corporate speak to beat the s*it out of the reps...
(continues)
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ours is a bit different
Senior reps get all the same calls as regular reps + difficult ones based on what the customer chooses in IVR. In the West we have a loyalty team that takes disconnect requests, but if no one on the specialty team is available it rolls to the senior reps, which is with some regularity from what i hear.
Tech/coordinators take tier 2 tech & voice. Tech can take tier 2 voice but not all voice coordnators are trained for tech yet, still merging the departments.
We used to have a specialty team for escallations, I used to do it for the west, it was a ton of fun. Now the escallations don't roll to one call center anymore, and (in theory) they actually go to supervisors. Personally I think this is a mistake. I stil...
(continues)
Senior reps get all the same calls as regular reps + difficult ones based on what the customer chooses in IVR. In the West we have a loyalty team that takes disconnect requests, but if no one on the specialty team is available it rolls to the senior reps, which is with some regularity from what i hear.
Tech/coordinators take tier 2 tech & voice. Tech can take tier 2 voice but not all voice coordnators are trained for tech yet, still merging the departments.
We used to have a specialty team for escallations, I used to do it for the west, it was a ton of fun. Now the escallations don't roll to one call center anymore, and (in theory) they actually go to supervisors. Personally I think this is a mistake. I stil...
(continues)
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I work at VZW call center. CSR and Sr rep is same thing except Sr gets paid more (usually 5%) and they have shorter periods between calls.
Cord. can be data/tech or global. My call center has global cord. But i think I may have the only call center like that. they take tier II and roll over from care.
as mentioned before a lot of chances for projects. for cstmr care sr reps usually get 1st dibs. In tech there are a lot more chances to be off the phone for projects. There are options like IRT (internet response team) where you do not take calls just respond to e-mails sent in from website. there are also options for TA (training asst) for the new hires in transition. as a TA you rarely take calls just walk around and answer questions fo...
(continues)
Cord. can be data/tech or global. My call center has global cord. But i think I may have the only call center like that. they take tier II and roll over from care.
as mentioned before a lot of chances for projects. for cstmr care sr reps usually get 1st dibs. In tech there are a lot more chances to be off the phone for projects. There are options like IRT (internet response team) where you do not take calls just respond to e-mails sent in from website. there are also options for TA (training asst) for the new hires in transition. as a TA you rarely take calls just walk around and answer questions fo...
(continues)
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Commission? What about Short Term Incentive which is target of 8% of gross salary and can be paid up to a 2x multiplier?
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wow sounds like Verizon reps make alot more $$ What is the starting pay for a verizon CSR?
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