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Customer Care Specialist - Omaha, NE #7494957

Company: CenturyLink

Date: 06/29/2020

City: Omaha, NE

Employment type: Full-time

About CenturyLink

CenturyLink (NYSE: CTL) is the second largest U.S. communications provider to global enterprise customers. With customers in more than 60 countries and an intense focus on the customer experience, CenturyLink strives to be the world's best networking company by solving customers' increased demand for reliable and secure connections. The company also serves as its customers' trusted partner, helping them manage increased network and IT complexity and providing managed network and cyber security solutions that help protect their business.

The Role

  • Handle a broad array of customer inquiries (written or over the phone) regarding CenturyLink product offerings, pricing, billing, etc., and provide assistance in utilizing the appropriate products or services. May handle angry or upset customers. May spend the majority of the day taking inbound calls from residential and small business customers.
  • Follow up with customer, technician, or other departmental employees to ensure service affecting work is being or was accomplished by the committed due date.
  • Answer intra-company calls and provide trouble-shooting assistance to other departments on questions regarding pending orders, customer account status, and problem resolution.
  • Answer questions regarding pending orders or customer account status from technicians working in the field, and update customer accordingly.
  • Escalate customer complaints as appropriate and resolve associated problems. Negotiate requests from customers on service-related problems, handle complaints and attempt to enhance the company's revenue potential. Contact the appropriate individuals or departments that will best meet the customer needs, transferring the customers as appropriate.
  • Utilize and navigate various web-based and mainframe systems (e.g., C+, Ensemble, WFA, ROMS, OSCAR, BOSS, ACSR, WebSOP, SOPAD, SOLAR, RSOLAR) to generate service order activity. May use multiple systems (e.g., ROMS, DOCS, Cshare sites) to distribute work and special projects from multiple groups/project managers.

The Main Responsibilities

  • Obtaining necessary credit information from customers; arranging for security deposit where required; verifying addresses and availability of facilities; resolving discrepancies so that the order is processed accurately; negotiating and confirming installation dates and times with customers, including handling missed installations as quickly as possible; responding to customer requests to change orders in progress and issue new orders if necessary.
  • All work will be reviewed / monitored to ensure that it meets CenturyLink's quality of service standards
  • Perform clerical duties of a routine nature (e.g., filing, recording, logging, preparing records, light duty typing/word processing, electronic mail).

What We Look For in a Candidate

  • Display strong customer service skills and the ability to effectively communicate with the customer.
  • Demonstrate strong CenturyLink product/service knowledge.
  • Computer literacy, multi-tasking, problem solving and strong verbal communication.
  • Ability to navigate through, and toggle between, multiple systems and/or applications in a Windows environment.

Work Environment:

  • At this time CenturyLink is taking all precautions to keep our employees and customers safe by limiting contact with others. Due to this safety precaution, this role will be a Work from Home, until such time that it is deemed safe to return to the work space. You will be required to maintain at least 10mg of internet speed during this temporary work from home precaution.
  • Share room with others performing similar work.
  • Work in a room with continuous business noise.
  • Primarily perform work duties sitting or standing at a workstation utilizing a computer and telephone for extended periods of time.
  • Ability to work varying shifts and hours including possible mandatory overtime.
  • Position requires high volume of customer contact and the ability to multi-task.
  • Work in a structured environment with break times firmly scheduled.

Alternate Location: US-Nebraska-Omaha

Requisition #: 227089

This position is part of a bargaining unit and represented by a union. Depending upon the applicable collective bargaining agreement under which you may be hired, you may be: (a) required to join the union and pay union dues as a condition of employment; or, (b) required to pay union dues, but not join the union as a condition of employment; or (c) free to chose whether or not to join the union, but if you do join the union you would be obligated to pay union dues.

EEO Statement

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, creed, veteran status, disability, medical condition, genetic characteristic or information, age, sex, 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.


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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