CenturyLink CUSTOMER CARE SPECIALIST 1 in Littleton, Colorado
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.
The position of Customer Care Specialist consists of interacting with business customers to provide information in response to inquiries regarding CenturyLink products and services.
Provide best in class customer service experience utilizing strong communication skills focused on resolving the callers concern at 1 st point of contact.
Identify and document root cause of caller’s issue using active listening and strategic questions.
Provide recommendations related to process improvement opportunities.
Resolve difficult situations and manage caller expectations by acknowledging concerns and initiating appropriate action and inform / engage leadership as appropriate.
Ensure account security utilizing appropriate caller authentication procedures
Utilize available resources to solve complex issues.
Establish professional rapport with each caller.
Handle all inbound calls and or email requests into the Customer Care Center utilizing current policy and process. These requests may include:
Billing questions or concerns
Multiple types of Order processing
Order status requests
Customer Portal guidance
Billing dispute creation
Perform additional duties as assigned.
Strong customer service background
1 to 3 years of call center experience
Strong computer skills with Internet Explorer, Microsoft Excel, Word, and Outlook
Strong oral and written communication skills
Alternate Location: US-Colorado-Littleton
Requisition # : 204750
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.