CUSTOMER SERVICE REP
CUSTOMER SERVICE REP - OFFLINE SUPPORT
Job Description The Customer Service Rep - Offline Support primary role is to take responsibility for all contact center support activities. Successful candidates must be able to do multiple tasks and cross train for all support functions for both wireless and wireline lines of business. Job Functions: Place out bound calls to end user customers. Receive inbound calls from CLEC and Resale customers. Correct customer information by working Toll reports, Calling Card reports, and other reports assigned that are offline support functions. Answer customer inquiries via e-mail, mail, fax or phone. Post and Balance Customer Adjustments. Ability to perform multiple tasks. Respond to customer needs and concerns in a prompt, courteous, and professional manger. Resolve customer problems to the customer?s satisfaction. Complete and process customer complaints and communicate and coordinate resolutions to the appropriate customer or department. Effectively and efficiently resolves billing concerns and provides informational support to customers. Investigate all billing questions and initiate appropriate change orders and/or credit/debit adjustments. Investigate and write change orders, then forward for input, where applicable. Write disconnect orders and forward the input, where applicable. Knowledge of systems and products within the Customer Service Representative group. Address, resolve, and respond to customer issues with the appropriate research in a prompt, efficient and courteous manner. Achieve a thorough knowledge and understanding of CenturyLink?s essential systems and work processes for wireline contact centers. Adaptability to change.