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Company: CenturyLink
Location: Monroe
Posted on: February 15, 2020

Job Description:

About CenturyLinkCenturyLink (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.

Job Summary
The primary role of the Customer Order Resolution Representative is to take responsibility for all contact center support activities. Successful candidates must be able to do multiple tasks and cross train for all support functions for multiple lines of business.

Job Description
Place out bound calls to end user customers.
Receive inbound calls from CLEC and Resale customers.
Correct customer information by working Toll reports, Calling Card reports, and other reports assigned that are offline support functions.
Answer customer inquiries via e-mail, mail, fax or phone.
Post and Balance Customer Adjustments.
Ability to perform multiple tasks.
Respond to customer needs and concerns in a prompt, courteous, and professional manner.
Resolve customer problems to the customer's satisfaction.
Complete and process customer complaints and communicate and coordinate resolutions to the appropriate customer or department.
Effectively and efficiently resolves billing concerns and provides informational support to customers.
Investigate all billing questions and initiate appropriate change orders and/or credit/debit adjustments.
Investigate and write change orders, then forward for input, where applicable.
Write disconnect orders and forward the input, where applicable.
Knowledge of systems and products within the Customer Service Representative group.
Address, resolve, and respond to customer issues with the appropriate research in a prompt, efficient and courteous manner.
Accurately log in and out of time keeping systems for payroll and work prediction purposes.

Minimum Qualifications:

Minimum of one year of customer service experience.
Basic telephony understanding.
Effective oral communication skills: pleasant phone voice, proper grammar, clear, effective, and professional.
Ability to understand details and research customer accounts.
Willingness to work extended hours, weekends and holidays as necessary.

Preferred Qualifications:

Previous experience in a call center environment

Alternate Location: US-Louisiana-Monroe

Requisition #: 219892

This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at

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.

Keywords: CenturyLink, Monroe , CUSTOMER ORDER RESOLUTION REP, Other , Monroe, Louisiana

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