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CUSTOMER CARE SPECIALIST-CWAQ

CenturyLink, Inc Omaha, NE
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Job Description

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 Customer Care Specialist 1 primarily supports field operations technicians through the Service Center Sales Order Support group in Omaha resolving billing disputes and adjustment of charges.  Strong documentation and follow up is required.  Hours of Operation: 8:00 AM 8:00 PM (Inquiry), 8:00 AM 6:00 PM (Billing), Monday-Friday. Mandatory overtime may be required.
 

Job Responsibilities

  • Handle inbound calls and chats from internal technicians who are in the field working on various order requests.
  • Ensures order quality for internal departments such as Assignments, Translations as well as our technicians in the field.
  • Explains and/or demonstrates knowledge of all services, products and features available to our customers.
  • Presents an integrated solution-centered approach to customers' needs, applying technical knowledge and experience in reviewing the customer's accounts and service location.
  • Strives to provide stellar customer service.

 

Minimum Qualifications

  • Must have strong knowledge of billing practices, communication (oral and written), interpersonal, multi-tasking, and team work skills
  • High School diploma, GED or equivalent education and experience
  • 3 years of related experience
  • Knowledge of QCC and Ensemble billing platforms
  • Strong computer skills with Internet Explorer, Outlook, Excel and Word

 

Preferred Qualifications

  • 1 to 2 years of telecommunications experience
  • 1 to 2 years' experience with one or more telecommunications products/services, i.e., Voice or Data
  • 2 to 3 years of call center experience

 

Alternate Location: US-Nebraska-Omaha

Requisition #: 203415

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, œprotected 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.


Nearest Major Market: Omaha
Nearest Secondary Market: Council Bluffs

Job Segment: Telecom, Telecommunications, Consulting, Call Center, Technology, Customer Service





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