CenturyLink Customer Care Manager in Basingstoke, United Kingdom
CenturyLink (NYSE: CTL) at http://www.centurylink.com is a global communications and IT services company focused on connecting its customers to the power of the digital world. CenturyLink offers network and data systems management, big data analytics, managed security services, hosting, cloud, and IT consulting services. The company provides broadband, voice, video, advanced data and managed network services over a robust 265,000-route-mile U.S. fiber network and a 360,000-route-mile international transport network. Visit CenturyLink at http://www.centurylink.com/ for more information.
Acts as the single point of contact and provides highly skilled customer care support for multiple customer accounts which typically have a small to medium revenue scope or have less complex to moderate product needs. Proactively manages the customer activation service needs to ensure the highest levels of customer satisfaction and that their expectations are met and surpassed. Coordinates the research and resolution with regards to exception problem management of customer troubles and issues in the areas of order entry, order validation, service activation, test and turn-up, customer access group, technical customer account management, disconnects and billing activities. Such interaction is initiated by customers through phone, email and/or portal communications. Takes ownership of the request to ensure complete and accurate resolution.
Owns and manages all customer communications or escalations pertaining to new install orders. Provides order status and drives timely resolution on behalf of the customer. Actively manages all service activation elements of customer orders from order entry through service turn up. Communicates order status to customers via conference call, emails and phone calls. Addresses customer requests, complaints and issues regarding their service order and delivery in a timely manner.
Assists with escalations pertaining to a new customer install or disconnect, providing customer order status and/or related issues and drives timely resolution on behalf of the customer.
Initiates and tracks the timely and accurate moves, adds, changes and disconnects to the customer activation services based on their requests. Which include but is not limited to reason code collection, reporting and defining approach for proactively working with the customer and sales on disconnect related retention efforts. May also be provided with a level of authority to provide customer credits related to disconnect retention efforts to be used at their discretion.
Assists as an escalation point with billing research, billing inquiries and helps identify root cause of billing disputes. Initiates, develops, and manages action plans to correct and prevent the reoccurrence of specific dispute types, and has authority to approve customer credits within established limits.
Collaborates with customer or portal support team with the on-boarding and re-boarding (as changes occur) of customers within the company portal. Provides training to customers in order to drive consistent use of the company portal. Accountable to ensure that all assigned customers are portal enabled, including owning and directing the process for implementing updates of customer information hierarchies within the company portal.
Customer service experience in the telecommunications industry is helpful.
Must have project management experience in planning and organising data from various sources into concise, relevant information.
Keen attention to detail.
Must be self-directed, understand the requirements, and take the initiative to complete tasks or assignments with little or no direction.
Experienced in interfacing with internal and external customers towards effective management of a project or customer expectations.
Ability to focus and deliver proactively in a dynamic, multi-tasking, fast-paced environment.
Ability to work effectively in diverse groups.
Demonstrated ability to direct the work of other functional organisations.
Demonstrated ability to influence and collaborate across organisational boundaries.
Good interpersonal, verbal and written communication skills.
Strong PC skills in Microsoft Outlook, Word, Excel and PowerPoint.
Must work effectively under pressure; organising multiple tasks and projects in an ever changing environment.
Develop documentation to be reported to all levels of management and customers.
Effective problem solving and troubleshooting skills.
Associates or Equivalent
Alternate Location: UK-Hampshire-Basingstoke
Requisition #: 187109
The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.
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We are committed to providing equal employment opportunities to all persons regardless of race, religion, colour, sex, age, disability or sexual orientation or any other status protected by local or national law. We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. We participate in the A-Check Pre-employment Screening Program or the Electronic Employment Verification Program, depending on location.
This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at http://find.centurylink.jobs/testguides/