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

Responsible for ensuring effective and efficient utilization of the company's off-net vendors to maximize efficiencies and enhance the end-user customer experience. Responsible for managing escalations with primary voice and data providers to meet the company's business needs.

Job Description

Participates in meetings with Carriers and internal stakeholders to help drive vendor/carrier performance. Develops knowledge base for Carrier Service Management processes for assigned carriers, prepares reports, and performs other administrative functions as required.

Responds to and drives progress on multiple tickets simultaneously, escalating systematically to achieve results in a timely manner. Funnels and prioritizes status with Carriers.

Builds strong connections with carrier counterparts, partnering to ensure carriers consistently deliver on service management expectations. Builds and develops effective operational carrier relationships, as well as strong relationships with internal customers.

Serves as the primary interface between Customer Service Management teams and Carriers to ensure service restoration time is in line with stated targets. Is an effective advocate for the service management teams across the GNOC, initiates and systematically executes trouble ticket escalations with off-net providers to achieve service performance goals.

Responsible for information development, collection and analysis to provide management with insightful and actionable data points regarding off-net vendors experience.

Adheres to process best practices and keeps the customer in the forefront of every activity. Responsible for issue reporting and addressing high priority and critical escalations in partnership with off-net vendors.


Basic Qualifications

  • High School Diploma/GED or 1 year of relevant job experience. Relevant job experience is described as: Job experience in similar industry, Job experience with similar essential duties

  • Good negotiation, and organizational skills

  • Ability to build business relationships with vendors as well as internally at various levels

  • Strong business acumen

  • High integrity and strong business ethics

  • Team player with a great passion to succeed

  • Knowledge and proficiency in PC applications including Microsoft Outlook, Word, Excel, PowerPoint, SharePoint

Physical Requirements:

  • Office – Sits 5 to 7 hours per day; Bend, reach, stoop and crouch; lift 10 lbs.


Alternate Location: US-Colorado-Broomfield

Requisition # : 203576

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.


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.