CenturyLink Senior Analyst 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.

Job Summary

Fully qualified professional with exceptional customer service skills. Position will be required to act as customer advocate for escalations, Lifecycle Management and other aspects relating to increasing the customer experience. Role is within the SDWAN Service assurance team, candidate should be self-motivated and possess the ability to work in a highly visible, fast paced customer facing organization.

Job Description

  • Broad application of principles, theories, and concepts in handling customer escalation issues, quality improvement opportunities and internal\external collaboration

  • Uses several techniques to solve complex problems where analysis of situations or data requires a review and analysis of several factors. Ability to provide this information to customers and leadership in a clear and concise manner.

  • May lead the implementation of tactical plans in support of strategic initiatives. Primary focus in identifying methods and procedures to alleviate subsequent customer service impacts.

  • Receives objectives and determines approach to achieving objectives that are directly related to enhancing the customer experience within the SDWAN Service Assurance team.

  • Makes decisions but may not have final authority for all aspects of resource commitment in resolving long duration customer issues and escalations.

  • Works under limited supervision placing emphasis on customer experience.

  • Accountable for the achievement of operational goals in at least one department or work area.

  • Integrates customer/client needs and concerns with business issues.

  • Serves as an advocate for client in handling of all facets of Repair and Lifecycle Management opportunities.

  • Serves as a liaison on specific projects with other work areas.

  • Influences, inspires or persuades others in order to accomplish work objectives and enhance the customer experience.

Qualifications

Fully seasoned with typically 5+ years professional experience with a Bachelor's Degree or equivalent education and experience or 2-3 years with a Master's Degree.

  • Excellent written and verbal skills

  • Customer Advocacy

  • Facilitator

  • Presentation Skills

  • Reporting and Analysis Skills

Education

Masters or Equivalent

Bachelors or Equivalent

Alternate Location: US-Colorado-Littleton

Requisition # : 196815

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.