We have an immediate opening for two Customer Representatives in Denver, Colorado.
Interacts with other departments (e.g. to solve invoicing problems, correct database discrepancies, transfer calls).
Processes a high volume of purchase orders or service requests via telephone, email, the web or fax.
Ensures that the appropriate approvals have been received for repair orders, work/service orders, and trouble tickets.
Uses various coding systems (e.g., CLLI, NMA, TYPE/CATEGORY).
May review and correct associated billing/price discrepancies and certify changes against contracted or quoted agreements.
May provide data summaries in basic Excel spreadsheets.
May work on other duties as assigned (e.g. ordering fuel, updating the book of preferred vendors, inputting building requests and alarm information) when not on the phone.
The Work Environment Center (WEC) is a 7x24x365 center.
First contact for Disaster Recovery situations. Initiates conference call bridges to involve all parties necessary for resolution of disaster issues.
Responsible for necessary CRE escalations to upper management.
WEC backs up Fleet for emergencies after hours.
Receives calls from CenturyLink and other personnel requesting service for a vehicle or a CenturyLink property (land, facilities, or environment). Interacts and/or dispatches vendors and/or contractors regarding work/service orders. This interaction occurs primarily over the telephone, but also vis email, the web, and facsimile.
Inputs, processes, edits, and closes repair and work/service orders, utilizing the appropriate codes. Determines what action should be taken and who the preferred vendor(s)/contractor(s) is/are. Reviews repair and work/service orders for accuracy and completeness, noting the work performed as it is completed.
Creates, prioritizes and assigns work orders, and dispatches CenturyLink personnel, contractors, or outside property management companies to address the work orders.
Determines if a vehicle repair order should be charged to the Fleet budget or back to the Fleet Supervisor (e.g. broken dome lights, battery jump start).
Issues and keeps track of purchase orders (e.g. aerial/bucket truck inspection).
Monitors critical network and environmental alarms. Handles emergency calls, relating to facilities; coordinates with local law and fire departments.
Conducts customer satisfaction surveys.
May deal with irate and/or dissatisfied individuals.
Performs purchasing functions including ordering, tracking, and expediting. Resolves claims and warranty issues. Ensures that there is a set level of inventory on hand.
Performs expediting duties to ensure timely deliveries, verifies schedules, arranges improved delivery dates and methods, arranges for rescheduling, investigates delays and any other activities involved to prevent commitment delays.
Locates sources of supply using current company records and systems. Researches the marketplace and locates sources for products and/or services using mechanized systems, job aids, contract inventory reports, etc. based on customer needs. May consult the gray/reuse market as necessary. Attempts to bring all returned, identified items back into inventory.
Performs routine servicing functions such as processing the customer's request to purchase, or servicing the executed purchase order. Evaluates and reconciles data.
Prepares, compiles, and maintains a variety of records and reports of service activities performed and their results. Posts shipping and delivery dates, as well as other information, on schedules and maintains associated files for tracking purposes.
Reviews and edits customer requisitions, purchase orders, receipts, and invoices for completeness, accuracy, and approvals.
Tracks claims and resolves problems involving incorrect orders and returns.
May work with little or no supervision.
Shares room with others doing similar work.
Primarily performs work duties sitting or standing at a workstation utilizing a computer for extended periods of time.
Ability to work varying shifts and hours including possible mandatory overtime and holidays. Company Statement CenturyLink is an industry-leading provider of communications, high speed Internet and entertainment services from coast to coast. Our combination of business and residential service solutions – including home and wireless voice solutions and digital television – provide innovative solutions to our customers. CenturyLink is proud to be a participant in the U.S. General Services Administration Networx program, the largest communications services contract in the world. CenturyLink offers you the opportunity to develop and cultivate your career as we lead the communications industry into the future. 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.
CenturyLink is the third largest telecommunications company in the United States and is recognized as a leader in the network services...