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Social Media Representative I

Company: CenturyLink
Location: Johnson City
Posted on: November 28, 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
Provide exceptional customer service and problem resolution for customers who are utilizing our social media communication avenues (Facebook, Twitter, etc.). Work closely with direct management team and internal business partners to formulate responses to customer concerns/inquiries via social media.

Job Description
Daily Social Media page/channel work flow management.
Respond to and initiate contact with customers who message CenturyLink via social media sites/pages.
Communicate with customers via social media, as well as telephone and email, as needed.
Interpret the needs of customers and adjusting behaviors rapidly to provide outstanding service.
Identify and document root cause of customer's issue using active listening and strategic questions.
Assess customers' concerns and provide the correct information and resolutions.
Enhance our customers' knowledge of CenturyLink and create a positive experience for them.
Provide best-in-class social customer service focused on resolving the customer's concern at first point of contact.
Resolve difficult situations and manage customer expectations by acknowledging concerns and initiating appropriate action and inform / engage leadership as appropriate.
Moderate and respond to social media channels per case handling guidelines.
Evaluate and resolve complex and unique issues requiring conflict management abilities, including strong communication skills.
Perform other related tasks as assigned.

--- Ability to appreciate the customer's perspective by showing empathy, patience, and treating a customer the way they would expect to be treated.
--- Ability to multi-task, work independently, and make accurate decisions with a sense of urgency.
--- Interpersonal skills: Ability to read the needs of the customer and adjust behaviors to maximize service in a written environment.
--- Insightful product knowledge to provide appropriate service and information on products/services.
--- Possess advanced customer relations skills, including active listening, empathy, conflict resolution, and organized problem-solving skills.
--- Ideal candidate possesses the ability to work in both CRIS and Ensemble, including their related systems
--- Understand and professionally communicate customer inquiry procedures and policy to customers.
--- Highly proficient writing skills, including spelling, grammar, punctuation, etc.
--- Preferred Qualifications

--- Prior experience in a customer-facing environment
--- Six or more months of customer service experience using Consumer Ordering and Billing systems
--- 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 customer contacts in a structured environment
--- Must be flexible to work various shifts, including weekends, evenings, mandatory overtime and holidays as necessary

Alternate Location: US-Louisiana-Monroe; US-Tennessee-Johnson City

Requisition #: 217502

This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at

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.


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, Johnson City , Social Media Representative I, Advertising , Johnson City, Tennessee

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