CenturyLink Center Sales and Service Associate - Care in PHOENIX, Arizona
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.
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 Tasks and Responsibilities :
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
Required Skills and Abilities:
Ability to meet and exceed monthly sales goals
Quality oral and written communications skills
Strong customer focus
Excellent punctuality and work attendance history
Proficient in multi-tasking within several computer applications and databases
Ability to handle a high volume of phone calls in a structured environment
Must be flexible to work various shifts, including Saturdays, evenings, mandatory overtime and holidays as necessary
Positive attitude with a strong customer experience and sales mindset
Alternate Location: US-Arizona-Phoenix
Requisition # : 216165
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.
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.
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.