CenturyLink CUSTOMER CARE SPECIALIST 1 in Colorado

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.

Job Summary

The position of Customer Care Specialist consists of interacting with business customers to provide information in response to inquiries regarding CenturyLink products and services.

Job Description

  1. Provide best in class customer service experience utilizing strong communication skills focused on resolving the callers concern at 1 st point of contact.

  2. Identify and document root cause of caller’s issue using active listening and strategic questions.

  3. Provide recommendations related to process improvement opportunities.

  4. Resolve difficult situations and manage caller expectations by acknowledging concerns and initiating appropriate action and inform / engage leadership as appropriate.

  5. Ensure account security utilizing appropriate caller authentication procedures

  6. Utilize available resources to solve complex issues.

  7. Establish professional rapport with each caller.

  8. Handle all inbound calls and or email requests into the Customer Care Center utilizing current policy and process. These requests may include:

  9. Billing questions or concerns

  10. Multiple types of Order processing

  11. Order status requests

  12. Customer Portal guidance

  13. Billing dispute creation

  14. Payments

  15. Perform additional duties as assigned.

Qualifications

  • Strong customer service background

  • 1 to 3 years of call center experience

  • Strong computer skills with Internet Explorer, Microsoft Excel, Word, and Outlook

  • Strong oral and written communication skills

Education

Alternate Location: US-Colorado-Littleton

Requisition # : 204750

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.