CenturyLink Retention Rep - Small Business 1 in Apopka, Florida

CenturyLink is the third largest telecommunications company in the United States and is recognized as a leader in the network services market by technology industry analyst firms. The company is a global leader in cloud infrastructure and hosted IT solutions for enterprise customers. CenturyLink provides data, voice and managed services in local, national and select international markets through its high-quality advanced fiber-optic network and multiple data centers for businesses and consumers. CenturyLink is an S&P 500 company and is included among the Fortune 500 list of America’s largest corporations

Requisition Open: 11/28/16

Training Start Date: 01/17/17

The Small Business Retention Representative is an inside sales position that is responsible for retaining customers. Under immediate supervision, each representative will respond to phone calls in a fast- paced call center and maximize retention opportunities by responding to in-bound disconnect/downgrade calls in a continuous effort to retain customers while promoting and selling CenturyLink products and services to residential customers. Representatives will also provide extraordinary customer service; to include answering questions, fulfilling orders, troubleshooting problems, responding with information, and limiting call transfers with first call resolution.

Job Responsibilities :

  • Respond to customer requests for information regarding accounts, type of services provided, and other inquiries

  • Show care to each customer by using patience, attentiveness, willingness to help while being profess onal and showing respect

  • Conducts, investigates and ensures appropriate resolution has been reached to meet/exceed customer expectations while driving retention

  • Utilize proactive persuasive/retention skills to assist CenturyLink residential customers with concerns or looking to disconnect/downgrade services or products

  • Re-sell the value of our products and services to customers by aligning product features with our customers’ needs

  • Consult with customers to gather information and make recommendations for their communication and entertainment needs

  • Meet required retention and sales objectives by understanding the needs of the customer while driving revenue through upgrading/selling CenturyLink products and services on every call

  • Establish collaborative customer relationships while utilizing indirect influence and negotiating skills

  • Perfect the customer experience with difficult customers that have complaints/concerns

  • Use various computer systems/screens simultaneously to process sales and service orders

  • Maintain and improve speed, accuracy and quality results by adhering to standards and guidelines

  • Update retention offers, job and product knowledge by participating in educational opportunities

  • Data entry with speed and accuracy

Minimum Qualifications :

  • Ability to meet and exceed monthly retention and sales goals

  • Quality oral and written communications skills

  • Strong customer focus dealing with escalated or irate customers

  • Excellent punctuality and work attendance history

  • Proficient in multi-tasking within several computer applications and databases

  • Ability to handle a high volume of phone calls in a structured environment

  • Must be flexible to work various shifts, including Saturdays, evenings, mandatory overtime and holidays as necessary

  • Computer literacy

  • Good negotiating, indirect influencing and persuasive skills with a positive attitude and sales mindset

  • Successful Completion of two-part Contact Center Assessment and Simulation

Preferred Qualifications:

  • Prior experience in a retention, customer-facing environment, or commissioned based position

  • Experience in an in-bound or out-bound call center environment

  • Six or more months of customer service experience

Alternate Locations:

Requisition #: 121719

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.

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


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.