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Experience:
No experience
Employment Type:
Full time
Posted:
1/28/2016
Job Category:
Customer Service
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SMALL BUSINESS CENTER SALES AND SERVICE ASSOC
CenturyLink | Phoenix, Arizona
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Job Description

CenturyLink (NYSE: CTL) is a global communications, hosting, cloud and IT services company enabling millions of customers to transform their businesses and their lives through innovative technology solutions. CenturyLink offers network and data systems management, Big Data analytics and IT consulting, and operates more than 55 data centers in North America, Europe and Asia. The company provides broadband, voice, video, data and managed services over a robust 250,000-route-mile U.S. fiber network and a 300,000-route-mile international transport network.

Under immediate supervision, respond to phone calls in a fast-paced call center promoting and selling CenturyLink products and services to customers with a high sense of urgency while providing extraordinary customer service; to include answering questions, fulfilling orders, troubleshooting problems, responding with information, and limiting call transfers with first call resolution.

Job Tasks and Responsibilities:

 

  • Build and maintain strong customer rapport
  • Show care to each customer by using patience, attentiveness, willingness to help while being professional and showing respect
  • Perfect the customer experience by providing superior service
  • Receive, listen to and respond to inbound calls from CenturyLink residential customers
  • Consult with customers to gather information and make recommendations for their communication and entertainment needs
  • Receive/resolve complaints and general calls in regards to service, billing, payment and other service related issues
  • Meet required sales objectives by offering and selling CenturyLink products and services on every call
  • Sell additional services and products by recognizing opportunities to up-sell; explaining new features
  • Use various computer systems/screens simultaneously to process sales and service orders
  • Consult, multi-task, and problem solve with the customers which includes handling complaints
  • 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

 

Training Class:   March 7, 2016


Wages/Training:
 

  • $12.35/hr to start with hourly wage increases every six months until reaching the top of the wage scale plus uncapped commission for incredible earning potential!
  • Paid training will be 8weeks; 9a.m. to 6p.m. Mon-Fri.
  • MUST be able to attend entire training without time off!


Location: 20 E Thomas Rd., Phoenix, AZ

Typical Work Hours: Current hours of operation are 6am to 7pm. Mon-Fri. Shifts are based on seniority. Mandatory overtime may be required, based on call volumes during normal hours of operation.

Benefits: 

 

  • No Weekends!
  • Fantastic Medical, Dental and Vision, offered after 30 days of employment for you and your family!
  • Paid Vacation – 1 week of vacation after 6 months of employment!
  • Company prepaid tuition program after 90 days of employment!
  • 401K Plan with company match!
  • Discounts on CenturyLink Products and Services!

Alternate Location: Phoenix, AZ (Arizona)

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.

Company Statement

CenturyLink is an industry-leading provider of communications, high speed Internet and entertainment services from coast to coast. Our combination of business and residential service solutions - including home and wireless voice solutions and digital television - provide innovative solutions to our customers. CenturyLink is proud to be a participant in the U.S. General Services Administration Networx program, the largest communications services contract in the world. CenturyLink offers you the opportunity to develop and cultivate your career as we lead the communications industry into the future.

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.

 

 

About CenturyLink

Company Description

CenturyLink is the third largest telecommunications company in the United States. The company provides broadband, voice, wireless and managed services to consumers and businesses across the country. It also offers advanced entertainment services under the CenturyLink™ Prism™ TV and DIRECTV brands. In addition, the company provides data, voice and managed services to enterprise, government and wholesale customers in local, national and select international markets through its high-quality advanced fiber optic network and multiple data centers. CenturyLink is recognized as a leader in the network services market by key technology industry analyst firms, and is a global leader in cloud infrastructure and hosted IT solutions for enterprises through Savvis, a CenturyLink company. CenturyLink's customers range from Fortune 500 companies in some of the country's largest cities to families living in rural America. Headquartered in Monroe, La., CenturyLink is an S&P 500 company and is included among the Fortune 500 list of America's largest corporations.

Mission & Values

Our Unifying Principles represent the fundamental values upon which CenturyLink was built, and they will continue to serve as the foundation upon which we continue to grow and prosper, conduct our business and relate to one another, as well as to our customers, shareholders, business associates and the general public. We are committed to these principles, which unify our beliefs into a cohesive philosophy that guides our actions in all matters.

Read more about how CenturyLink employees are living the Unifying Principles in Above & Beyond. The Unifying Principles are:

Fairness – The Golden Rule
We will strive to:
•    Exercise fairness in all dealings with customers.
•    Treat business associates fairly in all transactions.
•    Compensate and promote employees in an equitable manner.
•    Be fair in efforts to meet and exceed the expectations of our shareholders.
•    Treat others as we would like to be treated.

Honesty and Integrity
We will:
•    Be truthful in all dealings with customers, employees, shareholders, business associates and the general public.
•    Strive to conduct ourselves in a manner that will merit the respect of customers, employees, shareholders, business associates and the general public.

Commitment to Excellence
We will strive to:
•    Provide high-quality services and products in an efficient manner.
•    Deliver the best possible customer experience.
•    Provide favorable long-term value to our shareholders.

Positive Attitude
We will strive to:
•    Emphasize the positive in all dealings with customers, employees, shareholders, business associates and the general public.
•    Approach every task in a positive manner with energy and enthusiasm.

Respect
We will strive to:
•    Maintain genuine concern for fellow employees, customers, shareholders and business associates.
•    Recognize and respect each employee, each customer, each shareholder and each business associate as an individual.

Faith
We will strive to:
•    Maintain confidence in our abilities as individuals to fulfill our assigned responsibilities.
•    Trust in the capabilities of our company leaders and fellow employees.
•    Have confidence that the strength of our combined, collaborative efforts will lead us to fulfill our company mission.

Perseverance
We will strive to:
•    Continue to work toward our mission, goals and objectives in spite of obstacles and in a manner consistent with our Unifying Principles.

Benefits

In exchange for your talent and dedication, our company will provide a wide range of health and wellness benefits. This combination unites two very similar corporate cultures that share a strong commitment to their customers and the communities they serve. Benefits vary across our businesses. If you receive an offer, please review your benefits with Human Resources as there may be variances.

  • Medical Coverage and Prescription Drug Programs
  • Dental Coverage
  • Vision Service Plan
  • Health and Wellness Programs/Employee Assistance Program
  • Paid Time Off and Paid Holidays
  • Retirement Plans and 401(K)
  • Health Care and Dependant day care spending accounts
  • Life, Accidental Death and Dismemberment Insurance
  • Short Term and Long Term Disability
  • Career Development Programs