CenturyLink is the third largest telecommunications company in the United States. The company provides broadband, voice and wireless services to consumers and businesses across the country and advanced entertainment services under the CenturyLink™ Prism™ TV and DIRECTV brands. In addition, the company provides data, voice and managed services to business, government and wholesale customers in local, national and select international markets through its high-quality advanced fiber optic network and multiple data centers. CenturyLink also is recognized as a leader in the network services market by key technology industry analyst firms, and is a global leader in cloud infrastructure and hosted IT solutions for enterprises through Savvis, a CenturyLink company. CenturyLink's customers range from Fortune 500 companies in some of the country's largest cities to families living in rural America. Headquartered in Monroe, La., CenturyLink is an S&P 500 company and is included among the Fortune 500 list of America's largest corporations. For more information, visit www.centurylink.com .
Our Retention Representatives are an integral part of our team, as they are the frontline voice to our customers. In this role, employees are responsible for interacting with customers by telephone to meet daily, weekly and monthly retention and sales goals by offering recommendations of products and services to ensure customer satisfaction and customer retention.
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Training for these positions will begin on November 12, 2012 .
Interact with customers by telephone to meet daily, weekly and monthly retention and sales goals by offering recommendations of products and services to ensure customer satisfaction and customer retention. Processing orders for items listed, but not limited to, new installations, disconnections, moves, adds, long distance carrier changes and other changes in telephone service arrangements. Enters appropriate information accurately via computer terminal, forward documentation to necessary personnel, and follow-up with customer by telephone and/or letter; coordinate service installation with customers and appropriate departments, and other companies as necessary.
Respond to customer requests for information regarding accounts, type of services provided, and other inquiries. Conducts, investigates and ensures appropriate resolution has been reached for telephone and e-mail requests and/or complaints from customers.
Maintain a thorough and accurate knowledge of CenturyLink service offerings, promotions, policies and procedures.
Utilize retention tools to retain revenue on every call.
Meet contact center objectives through practicing organizational and time management skills including, but not limited to, prioritizing work and requesting additional work when appropriate.
Complete and process service orders, daily reports and other assigned duties accurately and in a timely manner.
Maintain performance in accordance to Company and department standards.
Actively participate in all forms of coaching deemed necessary by Management in a manner that generates successful change.
Actively and effectively supports and models organizational vision, values and goals.
Function as a team player in peer relationships.
Maintain confidentiality of customer information.
Comply with policies, practices, and procedures.
Perform other duties as assigned.
In addition to a base pay of $11.00/hour , Retention Representatives are assigned monthly sales and retention quotas and must maintain customer service quality expectations to attain additional targeted sales incentive (TSI) , which is approximately $7,200 yearly for meeting 100% of the goal! Job Requirements Minimum Qualifications:
Minimum 12 months experience in a similar role including previous customer service experience.
Ability to obtain, retain and effectively utilize knowledge of services available and customer service policies and procedures.
Ability to obtain, retain and effectively utilize knowledge of policies and procedures of related departments.
Ability to obtain, retain and effectively utilize knowledge of service order systems, billing systems, treatment and collection systems, and cash entry systems
Skill in entering information accurately via computer terminal in order to meet order quality standards.
Organizational skills and attention to detail.
Ability to effectively and appropriately coordinate with other departments and groups on temporary and ongoing projects. Ability to effectively and appropriately communicate in a courteous professional manner with customers and to promote a positive company image.
Ability to effectively and appropriately negotiate with customers and handle sensitive situations tactfully.
Effective listening skills with a high level of empathy
Knowledge of the telecommunication industry and how it operates.
Knowledge of how to use a phone in an ACD environment.
Team building training.
Previous inside sales, telemarketing, or retail sales in a quota driven environment and/or call center experience.
Two years college experience preferably in a Business or Marketing related field.
Work history that reflects stability.
Be an integral part of the action and grow with us as we lead the communications industry into the future. Take command of your career: submit your interest today! 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.
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