Customer Retention Representative

Customer Retention Representative

Start you career Today with CenturyLink!

Great pay and full benefits.

Paid Training and Career Advancement.

Training starting 2/13/12 and 2/20/12.

Responsibilities:

· Interact with customers by telephone to meet daily, weekly and monthly retention goals by offering recommendations of products and services to ensure customer satisfaction and customer retention. Processing orders for items listed, but not limited to, new installations, disconnections, moves, adds, long distance carrier changes and other changes in telephone service arrangements. Enters appropriate information accurately via computer terminal, forward documentation to necessary personnel, and follow-up with customer by telephone and/or letter; coordinate service installation with customers and appropriate departments, and other companies as necessary.

· Respond to customer requests for information regarding accounts, type of services provided, and other inquiries. Conducts, investigates and ensures appropriate resolution has been reached for telephone and e-mail requests and/or complaints from customers.

· Maintain a thorough and accurate knowledge of CenturyLink service offerings, promotions, policies and procedures.

· Utilize retention tools to retain revenue on every call.

· Meet contact center objectives through practicing organizational and time management skills including, but not limited to, prioritizing work and requesting additional work when appropriate.

· Complete and process service orders, daily reports and other assigned duties accurately and in a timely manner.

· Maintain performance in accordance to Company and department standards.

· Actively participate in all forms of coaching deemed necessary by Management in a manner that generates successful change.

· Actively and effectively supports and models organizational vision, values and goals.

· Function as a team player in peer relationships.

· Maintain confidentiality of customer information.

· Comply with policies, practices, and procedures.

· Perform other duties as assigned.

Job Requirements:


· Minimum 12 months experience in a similar role including previous customer service experience.

· Ability to obtain, retain and effectively utilize knowledge of services available and customer service policies and procedures.

· Ability to obtain, retain and effectively utilize knowledge of policies and procedures of related departments.

· Ability to obtain, retain and effectively utilize knowledge of service order systems, billing systems, treatment and collection systems, and cash entry systems

· Skill in entering information accurately via computer terminal in order to meet order quality standards.

· Organizational skills and attention to detail.

· Ability to effectively and appropriately coordinate with other departments and groups on temporary and ongoing projects. Ability to effectively and appropriately communicate in a courteous professional manner with customers and to promote a positive company image.

· Ability to effectively and appropriately negotiate with customers and handle sensitive situations tactfully.

· Effective listening skills with a high level of empathy

· Must be available to work full-time flexible schedule in between the hours of 7am-9pm Monday-Friday and Saturday 8am-4pm.

Qualifications:

· High school diploma or GED.

· Minimum one year customer service or the equivalent in training and experience.

· Working knowledge of mainframe and personal computers and related software to include database applications, word processing and spreadsheets.

· Good verbal and interpersonal communication skills to interact with customers and company personnel in a professional manner.



Join Aerotek Professional Services®. Our customized employment solutions and personalized approach give job seekers access to great opportunities with competitive salaries. Aerotek offers comprehensive benefits that can include medical, dental, optical, and optional 401k. Don't put your career in the hands of just anyone; put it in the hands of a specialist. Launch or rejuvenate your career today with Aerotek Professional Services! Allegis Group and its subsidiaries are equal opportunity employers and will consider all applications without regard to race, marital status, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law.