CenturyLink CUSTOMER CARE MANAGER in Dublin, Ohio

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

Acts as a single point of contact for a group of assigned customer accounts which typically have a medium to large revenue scope or have moderate to high complex product needs. Manages any interactions from the customer order through billing to ensure highest levels of customer satisfaction. Pro-actively manages the customer’s service needs to ensure the highest levels of customer satisfaction and that their expectations are met. Promotes revenue growth, retention, and overall customer satisfaction. Serves as the conduit and escalation point for exception problem management of customer troubles and issues in the areas of order entry, order validation, service activation, test and turn-up, customer access group, technical customer account management, disconnects and billing activities.

Job Description

  • Must be self-directed, understand the requirements, and take the initiative to complete tasks or assignments with little or no direction.

  • Experienced in interfacing with internal and external customers towards effective management of a project or customer expectations.

  • Demonstrated ability to direct the work of other functional organizations.

  • Demonstrated ability to influence and collaborate across organizational boundaries.

  • Must work effectively under pressure; organizing multiple tasks and projects in an ever changing environment.

  • Develop documentation to be reported to all levels of management and customers.

Qualifications

  • Bachelor's degree preferred

  • Minimum of 2 years related customer service experience in the telecommunications industry.

  • Must have project management experience in planning and organizing data from various sources into concise, relevant information.

  • Ability to focus and deliver pro-actively in a dynamic, multi-tasking, fast-paced environment.

  • Excellent interpersonal, verbal and written communication skills.

  • Strong PC skills in Microsoft Outlook, Word, Excel and PowerPoint.

Alternate Location: US-Ohio-Dublin

Requisition # : 206141

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.