Customer Service in The Store...Newly Hired Rep would like to know..
Whats up Everyone..Im a newbie here, but I work for VZW...I just got a job in a store as Customer Service, and would like my fellow rep to give me an idea what it is like..I work in a handoff store, but have no experience. I work for one of the call centers, but have never done face to face customner service before...Anyways, do you guys use I2K alot? or is it more Acss? what can I expect for day to day issues? Any feedback would be grealty appreciated!!!
Schnarf
Im gonna be working in the Northeast Area as well, tri state area to be exact. Accs allows pretty much everything, so I am biased toward that. I never really used 12k so I am trying to brush up on it a bit, and have some screens down but nowhere where I want to be. As the new guy I am losing my seniority( I am guessing) am i guessing right? what can i expect from fellow customer service co workers?
thanks for all your input
Schnarf
Just as TommyBoy says... there is no access to Acss. It's Netace and the billing systems (I2K or Vision). However, don't get too comfortable, because there is a huge rumor going around that we will lose access to the billing systems as soon as netace gets better.
Day to do issues does include the handoff policy, refunds, transfers of liability (name changes), and doing the morning reports. M&P's are your best friend.
Once you are in the store for a while, you'll get your niche. the CCR's, I find, are often the organizers for everything (phone lists, price plan changes...).
Thx for the info..Let me ask you when you started, how long was your training? Also you were the low rung on the totem pole right? Im assuming since Im the newest there, I will get all the sh**ty assignments(i.e working vacation days, losing seniority . I your opinion, what are some the positives? Cons? Thanks everyone..appreciate it!
I am the only CCR in my location (yippy), but from what I hear, you may be treated "a little low" until you prove yourself, but not to management, but from the other CCRs. As for working holidays, and crappy shifts, that's all dependant on your manager and how fair they are. Senority in a particular spot really doesn't apply in the store (from as far as I've seen). Even if there is a "senority" in your store, it's really not all that applicable. Many people do change locations frequently
Watch yourself around here. I hate New Englanders.. and I was born and raised here. Maybe I'm different since I have worked in retail my entire life and have much different expectations.
Occasionally you have some awesome customers.
I dont think it is limited to justo ne region or carrier, its accross the board
Also everytime I see your poster name all I can think of is that blasted schnarf thing from watching thundercats WAY back in the days of my youth. 🤣
as for what to expect, if its anything in ny like it is in cali, expect a lot of hissy fits, whining, stomping of feet, cursing, threats etc.