Sales and Service Associate

The Sales and Service Associate will work under immediate supervision in a fast-paced, work from home, inbound call center, responding to phone calls from existing customers who may have concerns with billing and/or interest in CenturyLink products and services. With a high sense of urgency provide extraordinary customer service to include answering questions, fulfilling orders, troubleshooting problems, utilizing internal tools and resources to respond with information, and limiting call transfers with first call resolution.

Responsibilities:

• Receive, listen to and respond to inbound calls from CenturyLink residential 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
• Resolve the customer issue on the first call without transfer, while utilizing various support groups via chat or other multi-tasking abilities
• Consult with customers to determine their wants, interests, and needs; recommend the best solution to enhance the customers experience, which may include selling additional services or right-sizing services to drive customer loyalty
• Advise, consult, multi-task, and problem solve with your customer, which includes complaints and general calls regarding service, billing, payment and other service-related issues
• Meet required customer service and sales performance objectives by determining the best customer experience solution on every call.
• 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 job and product knowledge by participating in educational opportunities
• Data entry with speed and accuracy

Qualifications

This is a home-based position. You will need to provide phone service and internet access. You will need a home environment which is free from distractions which might interrupt calls.

• 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 strong customer experience and sales mindset