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CenturyLink CONSUMER REPRESENTATIVE in JOHNSON CITY, Tennessee

About CenturyLink

CenturyLink at http://www.centurylink.com (NYSE: CTL) is the second largest U.S. communications provider to global enterprise customers. With customers in more than 60 countries and an intense focus on the customer experience, CenturyLink strives to be the world’s best networking company by solving customers’ increased demand for reliable and secure connections. The company also serves as its customers’ trusted partner, helping them manage increased network and IT complexity and providing managed network and cyber security solutions that help protect their business.

Job Summary

The Consumer Representative will work under immediate supervision in a fast-paced inbound call center, respond to phone calls from existing customers who may have concerns with billing and/or interest in CenturyLink products and services. With a high sense of urgency provide extraordinary customer service to include answering questions, fulfilling orders, troubleshooting problems, utilizing internal tools and resources to respond with information, and limiting call transfers with first call resolution.

Job Description

Receive, listen to and respond to inbound calls from CenturyLink residential customers

  • Show care to each customer by using patience, attentiveness, willingness to help while being professional and showing respect

  • Build and maintain strong customer rapport

  • Perfect the customer experience by providing superior service

  • Resolve the customer issue on the first call without transfer, while utilizing various support groups via chat or other multi-tasking abilities

  • Consult with customers to determine their wants, interests, and needs; recommend the best solution to enhance the customers experience, which may include selling additional services or right-sizing services to drive customer loyalty

  • Advise, consult, multi-task, and problem solve with your customer, which includes complaints and general calls in regards to service, billing, payment and other service related issues

  • Meet required customer service and sales performance objectives by determining the best customer experience solution on every call

  • Use various computer systems/screens simultaneously to process sales and service orders

  • Maintain and improve speed, accuracy and quality results by adhering to standards and guidelines

  • Update job and product knowledge by participating in educational opportunities

  • Data entry with speed and accuracy

  • “Other Duties” Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.”

Training will begin November 4th, 2019 and training will be M-F 10a-7p for 6 weeks

Schedule after training will be 11am - 8pm. (Center hours are M-F 8a-11p)

Qualifications

  • Ability to meet and exceed monthly sales quota.

  • Quality oral and written communications skills

  • Strong customer focus

  • Excellent punctuality and work attendance history

  • Proficient in utilizing multiple computer applications and databases

  • Experience in an inbound or outbound call center

  • Ability to handle a high volume of phone calls in a structured environment

  • Must be flexible to work various shifts, including Saturdays (mandatory five hour shift), evenings (up until 11 pm Eastern Standard Time), and holidays as necessary. Your schedule is published well in advance so you can balance work-family life

  • Computer literacy

  • Positive attitude with a sales mindset

  • Successful completion of assessment is required for consideration in this role. You will be sent an email with the link upon completion of your application. Assessment need to be completed as soon as possible so next steps can be considered Preferred Qualifications:

  • Prior sales experience in a customer-facing environment or commissioned based position

  • Experience in an in-bound call center environment

  • Six or more months of customer service experience

Education

Alternate Location: US-Tennessee-Johnson City

Requisition # : 215973

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/

This position is part of a bargaining unit and represented by a union. Depending upon the applicable collective bargaining agreement under which you may be hired, you may be: (a) required to join the union and pay union dues as a condition of employment; or, (b) required to pay union dues, but not join the union as a condition of employment; or (c) free to chose whether or not to join the union, but if you do join the union you would be obligated to pay union dues.

EEO Statement

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, creed, veteran status, disability, medical condition, genetic characteristic or information, age, sex, 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.

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