Customer Care Specialist I, Colorado

The Role

The Customer Care Specialist I position involves providing general written and verbal customer support for both internal and external CenturyLink customers with single contact resolution. The Customer Care Specialist will provide excellent support of our Enterprise Portal to our external customers and employees through timely and accurate communications striving to go above and beyond on every interaction. The #1 priority of the Customer Care Specialist working chats is to provide outstanding customer service while assisting Portal users with quick and accurate resolution to a variety of Portal access and operations requests.

The Main Responsibilities

• Utilize current systems to properly authenticate customer


• Identify and assess customers’ needs to achieve satisfaction


• Provide technical support and navigation assistance of Lumen’s customer portal


• Build trust with customers through open and interactive communication


• Manage and respond to a large amount of in-bound chats


• Provide accurate, valid, and complete information by using the right methods/tools


• Meet personal and team targets and chat handling quotas


• Keep accurate records of all customer interactions


• Follow communication procedures, guidelines, and policies


• Other duties as assigned

What We Look For in a Candidate

Required:

• High School diploma or GED or equivalent


• 1+ years of contact center experience


• Strong computer skills with MS Office experience and the ability to navigate multiple systems at once


• Experience managing an online chat que, communicating wtih multiple customers daily


• Strong written/verbal communication experience


• Strong Customer Service skills

Preferred:

• Knowledge of telecommunications/technology industry