CenturyLink Consumer Representative in Johnson City, Tennessee

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 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.”

Center Hours are Monday – Friday from 8:00am-8:00pm 1

Qualifications

Successful completion of two (2) assessments is required for consideration in this role. You will be sent emails with the links upon completion of your application. Assessments need to be completed as soon as possible so next steps can be considered.

  • 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

  • Computer literacy

  • Positive attitude with a strong customer experience and sales mindset

Preferred Qualifications:

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

  • Experience in an in-bound or out-bound call center environment

  • Six or more months of customer service experience

Education

Alternate Location: US-Tennessee-Johnson City

Requisition # : 143728

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.