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Analyst I

Company: CenturyLink
Location: Monroe
Posted on: May 12, 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 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

This position is responsible for researching customer interactions and related order activity to provide coaching to agents who have not accurately followed CenturyLink process and policy. When needed, this position will manage customer contact and resolution.

Job Description


  • Perform detailed investigations into agent initiated complaints to provide the best outcome for the customer and the company.
  • Complete agent call reviews to identify coaching opportunities and integrity violations.
  • Provide agent coaching where policy or process violations are identified.
  • Act on behalf of officers and/or the Corporation in resolving customer complaints via telephone.
  • Provide input as requested into process improvement efforts.
  • Ensure visibility to integrity violations and adhere to reporting requirements.
  • Direct resolutions to the responsible person(s) in the appropriate department and companies.
  • Review customer survey results and contact customer for resolution of concerns.


    Qualifications


    • Bachelor's Degree or equivalent education and experience
    • 2+ years related experience
    • Excellent verbal and written communication skills, including the ability to write clearly and succinctly in a variety of communication settings and styles
    • Able to establish rapport with peers and customers, identifying problems and providing effective solutions, and negotiating solutions with diverse personality styles
    • Effective problem solving using all available sources for answers; look beyond the obvious and does not stop at the first answer
    • Manage stressful situations to solution without impacting the quantity or quality of work performed
    • An active listener who exhibits patience and compassion when working customer issues
    • Effective time management with the ability to appropriately prioritize multiple complaints
    • Demonstrated Customer Focus and dedication in meeting the expectations and requirements of internal and external customers while adhering to CenturyLink's Unifying Principles
    • Experience making decisions which balance the interests of multiple parties and working with team members to accomplish mutual objectives
    • Demonstrated knowledge of CenturyLink business operations both in and out of region through successful previous work in positions requiring direct customer contact
    • Willingness to work flexible schedules when required


      Education

      Alternate Location: US-Idaho-Boise; US-Louisiana-Monroe; US-North Carolina-Tarboro; US-Tennessee-Johnson City

      Requisition #: 212726

      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.

Keywords: CenturyLink, Monroe , Analyst I, Professions , Monroe, Louisiana

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