CenturyLink Sales and Care Rep - Small Business 1 in Apopka, Florida

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.

Date Requisition Opened: 11/28/16

Training Start Date: 01/17/17

Job Overview :

Under immediate supervision, Small Business Sales and Care Representatives 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 Responsibilities:

  • Receive, listen to and respond to inbound calls from CenturyLink Small Business customers

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

  • Build and maintain strong customer rapport

  • Perfect the customer experience by providing superior service

  • 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 customer 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

Minimum Qualifications:

  • Ability to meet and exceed monthly sales goals

  • Quality oral and written communications skills

  • Strong customer focus

  • 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

  • Positive attitude with a sales mindset

  • Successful Completion of Contact Center two part Assessment and Simulation

Preferred Qualifications:

  • Prior sales experience in a 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 #: 121722


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.

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 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, 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. Any offer of employment is contingent upon the results of a pre-employment drug test and background check.