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Customer Service Rep - Offline Support
CenturyLink
Apopka, FL, 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 Overview
The Customer Service Rep - Offline Support primary role is to take responsibility for all Apopka Small Business center support activities. Successful candidates must be able to do multiple tasks and cross train for all support functions for both wireless and wireline lines of business.
Job Responsibilities
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 manger.
• Resolve customer problems to the customers’ 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.
• Able to effectively and efficiently use the computer, mouse, keyboard, and software in a productive manner that improves the customer’s experience
• Achieve a thorough knowledge and understanding of CenturyLink’s essential systems and work processes for wireline contact centers.
• Adaptability to change.
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Minimum Requirements
High School diploma, GED or equivalent education and relevant experience. 1-2 years related experience.
• Basic telephony understanding.
• Ability to motivate others in a manner consistent with CenturyLink's unifying principles
• Effective oral communication skills: pleasant phone voice, proper grammar, clear, effective, and professional.
• Effective written communication skills: correct spelling, punctuation, and grammar usage.
• Ability to understand details and research customer accounts.
• Attention to detail, thorough knowledge of products and systems.
• Basic business math.
• Strong knowledge of mainframe and PC applications. Ability to toggle, copy, and paste as well as perform other daily used commands.
• Willingness to work extended hours, weekends and holidays as necessary.
Alternate Location: US-Florida-Apopka
Requisition #: 172207
This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website
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.