CenturyLink Manager Customer Service - Customer Advocacy Group in Boise, Idaho
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.
This position is responsible for leading a team of supervisors and analysts responsible for investigating, documenting, and resolving complaints made against the company from customers, Federal and State regulatory organizations, and the Better Business Bureau in addition responding to legal/regulatory requests for information. Utilizing root cause skills identify issues and make recommendations for long term company success and a good customer experience.
Principal Duties and Responsibilities :
Manages team of supervisors and analysts who are responsible for the investigation, documentation, and resolution of Tier 1 and 2 Executive complaints, Federal and State regulatory complaints, Better Business Bureau complaints, and claims and Legal/Regulatory Requests for Information (RFI). Agents also investigate and provide information that is used to formally respond to media complaints.
Represents CenturyLink in direct interactions with Federal and State regulatory agencies. Interactions include but are not limited to answering questions and addressing agencies’ concerns and negotiating complaints management process requirements and deliverables. Develops/maintains relationships with agencies.
Ensures root causes (people, process, policy, system) of complaints are identified and provides direction/data to responsible organizations so corrective action may be taken to prevent recurring issues.
Interacts directly with customers whose issues are not able to be resolved at lower levels within the organization. Has authority to override prescribed processes/policies as needed to resolve customer complaints.
Staffs, trains, and schedules workforce to ensure hours of operation meet needs of the business and regulatory requirements.
Establishes objectives and manages performance.
Manages operations budget/outlook.
Design, develop, and implement operational policies, processes, and tools.
Qualifications & Skills:
Bachelor's degree or equivalent education and relevant experience
8+ years of related experience
6+ years of experience
Alternate Location: US-Arizona-Phoenix; US-Idaho-Boise; US-Louisiana-Monroe
Requisition # : 140819
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/
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.
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.