Junior Customer Support Representative

Empire Management Group is a trusted marketing firm that has made Verizon the gold standard for home internet in Philadelphia. Our Junior Customer Support Representative serves as the friendly, knowledgeable entry point for residents ready to leave buffering behind.The Junior Customer Support Representative walks them through what to expect, from technician arrival to the first speed test, with patience and precision.

As a Junior Customer Support Representative, your training will be your toolkit for making someone’s day better! You’ll learn to be the helpful, upbeat guide for Philadelphia residents exploring Verizon, turning complex info into friendly conversations. We’ll show the Junior Customer Support Representative how to provide support that’s both expert and warm, fostering the positive relationships that make our community stronger.

Core Functions of the Junior Customer Support Representative

• Set up new customer profiles accurately, confirming address eligibility, service availability, and installation readiness through Verizon’s enrollment tools.
• Explain the advantages of symmetrical speeds, showing how strong upload performance improves streaming, collaboration, and smart‑home use.
• Provide subscription clarity by reviewing plan details, prepaid billing, and available incentives so customers feel confident in their service.
• Document customer insights in data systems, capturing preferences and feedback that support Verizon’s Philadelphia‑area strategy.
• Partner with Junior Customer Support Representatives and leadership to align installation timelines, equipment needs, and service expectations for a smooth start.

Education & Experience Needed for the Junior Customer Support Representative

• High school diploma or GED required; a Bachelor’s in Business, Communications, or a related field is beneficial but not mandatory.
• Experience in customer‑support environments such as retail, sales, or administrative roles where professionalism and clear communication were essential.
• Strong communication and active‑listening skills with the ability to provide clear, transparent guidance to a diverse customer base.
• Comfort with sales tools and CRM platforms to update account information, schedule service appointments, and support smooth customer workflows.