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Company: CenturyLink
Location: Monroe
Posted on: November 8, 2019

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 worlds 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. This role will be located in the beautiful Corporate Technology center at 100 CenturyLink Drive - Monroe, LA. The class will start January 6th, 2020 with anticipated center hours from 7:00 AM to 8:00 PM M-F and 8:00 AM to 4:30PM on Saturday. This role requires candidates to be fully aligned with providing outstanding customer service to internal and external customers. Successful candidates will be organized, self motivated, demonstrate the ability to navigate computer systems, remain diligent through competing priorities and have positive and flexible attitude. CenturyLink provides a great place to work and we are looking to add more great employees to our family.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 customers 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 #: 217173

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

        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.


        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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