Contact Center National Account Specialist

Essential Functions

• Proactively conducts outbound sales calls to new and existing customers to generate interest, qualify opportunities, and drive device and service sales.
• Handles inbound consumer leads while maintaining a strong outbound calling cadence to maximize sales productivity and pipeline development.
• Conducts consultative sales appointments via phone and online platforms to assess customer needs and recommend appropriate VZW products, devices, plans, and services.
• Independently sets, confirms, and manages sales appointments; accepts appointments scheduled by the Consumer Solutions team or leadership.
• Manages all phases of the sales cycle, including outbound prospecting, needs discovery, solution presentation, order processing, and post-sale follow-up.
• Identifies upselling and retention opportunities by reviewing customer accounts and proactively offering upgrades, renewals, or additional wireless solutions.
• Makes, receives, and accurately disposes of a high volume of sales calls in alignment with performance and productivity expectations.
• Acts as a liaison between customers, Verizon Wireless, and internal support teams to ensure seamless and professional customer experience.
• Develops, presents, and fulfills customer proposals and orders, with or without support team assistance, while maintaining accuracy and compliance.

Competencies

• Accountability: Accepting responsibility that results in anticipation/prevention of problem areas from actions, and problem solving inside and outside the department/organization.
• Attention to Detail: Taking responsibility for a thorough and detailed method of working.
• Customer Focus: Knowing the (internal and external) customer business needs and acting accordingly; anticipating customer needs and giving high priority to customer satisfaction and customer service.
• Oral Communication: Shaping and expressing ideas and information in an effective manner.
• Teamwork: Working as a productive member of a cohesive group toward a common goal, and contributing to team development and effective team dynamics.
• Usage of Technical Expertise: Acquiring and applying technical and functional knowledge in one’s own technological area.

Physical Demands

• Must be able to perform repetitious hand/eye movement;
• Must be able to sit for long periods;
• Must be able to lift up to 15 lbs.

Position Type/Expected Hours of Work

• This is a full-time position.
• Call Center Schedule hours.
• Travel 0 – 10% Required.

Additional Eligibility Qualifications (Knowledge, Skills, Abilities)

• Customer and Personal Service: Understanding customer needs and delivering value-driven solutions.
• English Language: Strong command of grammar, composition, and clear communication.
• Sales Knowledge: Familiarity with outbound sales techniques, objection handling, and closing strategies.

AAP/EEO Statement

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.