Social Media Representative I
Location: Johnson City
Posted on: November 29, 2019
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 worlds 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.
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 customers issue using
active listening and strategic questions.
- Assess customers concerns and provide the correct information
- Enhance our customers knowledge of CenturyLink and create a
positive experience for them.
- Provide best-in-class social customer service focused on
resolving the customers 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
- Evaluate and resolve complex and unique issues requiring
conflict management abilities, including strong communication
- Perform other related tasks as assigned.
--- Ability to appreciate the customers 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
--- 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
--- 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,
--- 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
--- Must be flexible to work various shifts, including weekends,
evenings, mandatory overtime and holidays as necessaryEducation
Alternate Location: US-Louisiana-Monroe; US-Tennessee-Johnson
Requisition #: 217502
This job may require successful completion of an online assessment.
A brief description of the assessments can be viewed on our website
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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