Guest Services Manager

Guest Services Manager

Location: Raleigh/Hybrid

About Us:

Victra is Verizon’s largest premium retailer in the United States. We thrive on collaboration, innovation, and performance. Our mission is to "Connect technology to life in a trustworthy, fun, and profitable way". We work closely with Verizon and our brand partners to deliver exceptional product offerings, promotions, and campaigns that drive in-store traffic and revenue.

About the Role:

The Guest Services Manager will provide direct support to Victra customers via phone, email and chat as needed. This support will include help with new lines of service, billing support, and necessary training on devices as needed. They will help to maintain a collaborative work relationship with other field team members to help overdrive a high level of satisfaction for business and consumer customers. 

Key Responsibilities:

• Respond to customer inquiries in a timely and professional manner.
• Partner with other field team members to provide the necessary support for guest satisfaction.
• Troubleshoot and resolve customer issues efficiently and effectively.
• Provide accurate and relevant information about products and services to customers, creating an elevated customer experience.
• Quickly and urgently escalate priority issues to the appropriate departments at Victra and Verizon to help drive guest experience.
• Proactively reach out to Guests to ensure current satisfaction and to ensure any relevant issues have been resolved to their satisfaction.
• Appropriately use relevant business systems to drive good data record keeping and application. 
• Experience with the RQ Point-of-Sale system preferred.
• Commitment to and appreciation of accurate and consistent data.
• Proven communication, coordination, and collaboration skills.
• Proven ability to collaborate with a variety of technical and non-technical stakeholders.
• Willing to take the initiative.
• Background in retail strongly preferred, and an interest in connected technology is a plus
• Some travel required

What We're Looking For:

• Four-year college degree from an accredited institution is preferred
• Two years of sales/customer support experience preferred
• Retail and/or business sales experience preferred
• Exceptional verbal skills

Supervisory Responsibilities: None

EQUAL OPPORTUNITY EMPLOYER

We're proud to be an equal opportunity employer - and celebrate our employees' differences, regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.