CONSUMER REPRESENTATIVE

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.

At CenturyLink, unlike everyone else, we want to hire the best, most highly competitive, top performing sales people, who are a joy to work with, and use their persuasive, confident nature to far exceed sales expectations. Oh yeah, and they get to work from the comfort of their own home office too – in a virtual environment. You will love it here!

What we are looking for:
You should have a passion for resolving our residential customers’ issues and for ensuring that our products and services meet – and exceed - their needs. Limiting yourself to just fielding incoming calls would be unimaginable for this customer facing role. We hope that you are comfortable doing everything from listening to customers, identifying resolution of their issues, offering new products and services, and ensuring we ultimately have “highly delighted” customers. You will then, more than likely, trigger bonus accelerators, and maximize your target sales incentives – qualifying you for the “Center of Excellence” selected group, with an all expense paid vacation for two to an exclusive resort.

What we offer:

• Ability to work from your home office
• An ever changing, challenging, and rewarding sales environment Benefits:
• You are hired as a full time, benefits eligible CenturyLink employee with benefits effective on the 31st day after date of hire
• A comprehensive portfolio of benefits is offered to you and your family (medical, dental, vision, 401(k) match, life insurance, etc.)
• You can enjoy a robust wellness program promoting a healthy lifestyle and providing you financial as well as emotional assistance
• You can tap into tuition assistance after one year of tenure
• If you are available, overtime pay is offered when available
• Wholesome compensation package – consisting of base pay, plus UNCAPPED sales incentive pay

Job Description

• Receive, listen to and respond to inbound calls from CenturyLink residential customers
• Show care to each customer by using patience, attentiveness, willingness to help while being professional and showing respect
• Build and maintain strong customer rapport
• Perfect the customer experience by providing superior service
• Resolve the customer issue on the first call without transfer, while utilizing various support groups via chat or other multi-tasking abilities
• Consult with customers to determine their wants, interests, and needs; recommend the best solution to enhance the customers experience, which may include selling additional services or right-sizing services to drive customer loyalty
• Advise, consult, multi-task, and problem solve with your customer, which includes complaints and general calls in regards to service, billing, payment and other service related issues
• Meet required customer service and sales performance objectives by determining the best customer experience solution on every call
• Use various computer systems/screens simultaneously to process sales and service orders
• Maintain and improve speed, accuracy and quality results by adhering to standards and guidelines
• Update job and product knowledge by participating in educational opportunities
• Data entry with speed and accuracy
• “Other Duties” Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.”
• Training will begin on December 2nd 2019.
• Training hours are Monday - Friday EST, from 10am - 7pm, for 6 weeks.
• After training, the hours are 12-9 EST
• The center is open 8 am – 9 pm Monday - Friday EST Saturday 10am-8pm Sunday 1pm-7pm

• Ability to meet and exceed monthly sales quota.
• Quality oral and written communications skills
• Strong customer focus
• Excellent punctuality and work attendance history
• Proficient in utilizing multiple computer applications and databases
• Experience in an inbound or outbound call center
• Ability to handle a high volume of phone calls in a structured environment
• Must be flexible to work various shifts, including Saturdays (mandatory five hour shift), evenings (up until 9 pm Eastern Standard Time), and holidays as necessary. Your schedule is published well in advance so you can balance work-family life
• Computer literacy
• Positive attitude with a sales mindset
• Successful completion of assessment is required for consideration in this role. You will be sent an email with the link upon completion of your application. Assessment need to be completed as soon as possible so next steps can be considered Preferred Qualifications:
• Prior sales experience in a customer-facing environment or commissioned based position
• Experience in an in-bound call center environment
• Six or more months of customer service experience

Alternate Location: US-Alabama-Mobile; US-Florida-Clermont; US-Florida-Coral Springs; US-Florida-Crystal River; US-Florida-Fort Myers; US-Florida-Fort Walton Beach; US-Florida-Kissimmee; US-Florida-Lady Lake; US-Georgia-Atlanta; US-Louisiana-Shreveport; US-North Carolina-Charlotte; US-South Carolina-Charleston; US-Texas-Dallas; US-Texas-Houston; US-Texas-San Antonio

Requisition # : 216634

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/

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.