CenturyLink Customer Care Manager I in Broomfield, Colorado

CenturyLink (NYSE:CTL) is a premier network solutions provider and trusted partner to our customers. As part of our recent acquisition of Level 3 Communications, our portfolio has expanded. More customers. More network. More locations. More opportunities for you. With a global presence in 60 countries, service to more than 350 metro areas domestically, and more than 200,000 miles of fiber; CenturyLink is going places. At CenturyLink, we believe in growth and innovation, for our customers and our employees. Discover how CenturyLink can expand your potential and take your career to new places if you’re looking to join a company that celebrates diversity and creativity, with industry-leading benefits and commitment to employee advancement. We’re committed to bringing great talent to our team to help us change the world. One network connection at a time.

Job Summary

Acts as a single point of contact for a group of assigned customer accounts which typically have a medium to large revenue scope or have moderate to high complex product needs. Manages any interactions from the customer order through billing to ensure highest levels of customer satisfaction. Pro-actively manages the customer’s service needs to ensure the highest levels of customer satisfaction and that their expectations are met. Promotes revenue growth, retention, and overall customer satisfaction. Serves as the conduit and escalation point for 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.

Job Description

  • 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.

  • Demonstrated ability to direct the work of other functional organizations.

  • Demonstrated ability to influence and collaborate across organizational boundaries.

  • Must work effectively under pressure; organizing multiple tasks and projects in an ever changing environment.

  • Develop documentation to be reported to all levels of management and customers.

Qualifications

  • Bachelor's degree preferred

  • Minimum of 2 years related customer service experience in the telecommunications industry.

  • Must have project management experience in planning and organizing data from various sources into concise, relevant information.

  • Ability to focus and deliver pro-actively in a dynamic, multi-tasking, fast-paced environment.

  • Excellent interpersonal, verbal and written communication skills.

  • Strong PC skills in Microsoft Outlook, Word, Excel and PowerPoint.

Alternate Location: US-Colorado-Broomfield; US-Colorado-Denver; US-Oklahoma-Tulsa

Requisition # : 200423

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/

EEO Statement

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Disclaimer

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.