Facilities Specialist- St Paul, MN

Job Description

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.

Facilities Specialists acts as tier 2 support for Assignment Center Facilities Specialists responsible for LFACS/SWITCH/SOAC fallout resolution.

• CSD (Consumer Service Delivery) is offline working on order fallout, click to chat with internal work groups, click to chat and incoming phone calls from held order customers, and periodically assisting the TSC center with click to chat with field technicians.
• Primary point of contact for the Loop Provisioning Center handling incoming calls / chats from external/internal customers.
• Determines serving terminal and availability of cable, pair and miscellaneous company equipment assignments from cable inventory records for POTs and Broadband Services, including GPON and PRISM.
• Utilizes various computer systems to assist service order requests in processing through LFAC S, SWITCH, NCON/Service Delivery, NEXT Level, WEBSOP, PRISManage, LOCA, Appointment Scheduler, and WFADO.
• Resolve discrepancies to ensure orders are processed accurately.
• Utilizes ARMOR to process held orders.
• Days/hours of work and shifts may vary.
• Willing to work mandatory and scheduled overtime including nights, weekends and holidays.

Work Environment:

• Telephone contact with employees and customers.
• Primarily performs work duties sitting at a workstation utilizing a computer and telephone for extended periods of time
• May perform the same job tasks many times a day.
• May work closely with team members and supervisors or work independently with little supervision as required by the needs of the business.
• Multi-tasking experience in a fast-paced environment, completing work tasks with speed and accuracy in a detailed work environment.
• Working knowledge of computer software systems, utilizing multiple window screens, e-mail and CenturyLink systems such as LFACS, SWITCH, SOP, ARMOR , NCON, Next Level, SOAC, EMS/CMS.
• Experience with strong communications skills such as probing, asking detailed questions to understand and problem solve to reach resolution.

Job Skills Required:

• Experience with problem solving and utilizing analytical skills to review, correct and resolve record discrepancies.
• Successful completion and qualification of applicable testing, interviewing, and skills review process.
• Experienced meeting and/or exceeding productivity and quality objectives.

Job Skills Preferred:

• Previous Call center experience
• Customer service experience working with internal and external customers.
• Experience working in a technical environment. Facilities Specialists are required to understand and follow detailed complex methods and procedures needed to provision services supported by complex and rapidly changing technologies.
• Must be able to prioritize multiple projects and perform under strict deadlines.

Alternate Location: US-Minnesota-St Paul

Requisition # : 216277

This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at http://find.centurylink.jobs/testguides/

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.

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.