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Customer Order Resolution Representative
CenturyLink
Monroe, LA, United States
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CenturyLink (NYSE: CTL) 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 for more information.
Job Summary
The primary role of the Customer Order Resolution Representative is to take responsibility for all contact center support activities. Successful candidates must be able to do multiple tasks and cross train for all support functions for multiple lines of business.
Job Description
• Place out bound calls to end user customers.
• Receive inbound calls from CLEC and Resale customers.
• Correct customer information by working Toll reports, Calling Card reports, and other reports assigned that are offline support functions.
• Answer customer inquiries via e-mail, mail, fax or phone.
• Post and Balance Customer Adjustments.
• Ability to perform multiple tasks.
• Respond to customer needs and concerns in a prompt, courteous, and professional manner.
• Resolve customer problems to the customer’s satisfaction.
• Complete and process customer complaints and communicate and coordinate resolutions to the appropriate customer or department.
• Effectively and efficiently resolves billing concerns and provides informational support to customers.
• Investigate all billing questions and initiate appropriate change orders and/or credit/debit adjustments.
• Investigate and write change orders, then forward for input, where applicable.
• Write disconnect orders and forward the input, where applicable.
• Knowledge of systems and products within the Customer Service Representative group.
• Address, resolve, and respond to customer issues with the appropriate research in a prompt, efficient and courteous manner.
• Accurately log in and out of time keeping systems for payroll and work prediction purposes.
Qualifications
Minimum Qualifications:
• Minimum of one year of customer service experience.
• Basic telephony understanding.
• Effective oral communication skills: pleasant phone voice, proper grammar, clear, effective, and professional.
• Ability to understand details and research customer accounts.
• Willingness to work extended hours, weekends and holidays as necessary.
Preferred Qualifications:
• Previous experience in a call center environment
Education
Alternate Location: US-Louisiana-Monroe
Requisition #: 211404
Please Note: The following posting is for a Project-Based position with a defined start and end date (limited term). Depending on the project, the term of employment will be between 3 and 24 months. The employment end date will be tied to the project end date (although there is no guarantee of continued employment at any point).
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.