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CUSTOMER SERVICE SPECIALIST

Company: CenturyLink
Location: Prescott
Posted on: March 26, 2020

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 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.
Job Summary

The Customer Service Specialist will be responsible for Installation and maintenance of hosted Next Generation 911 equipment and services.Job Description




  • Works with vendors (West, Airbus) and inter-company departments (CPE, CTL Government and Education work groups, 911 billing and alarm center).
  • Works with regulatory agencies, PSAPs (Public Safety Answering Point) government offices, sales account teams, and intercompany departments.
  • Maintain and inventory crash kits.
  • Participates in site surveys, project meetings and provide technical assistance to the engineering and sales team.
  • Trains PSAP agencies to maneuver through their systems
  • Responsible for 911 PSAPs provisioning and maintenance of both hardware and software in a hosted/managed enviroment.
  • Responsible maintaining relationships with 911 PSAP's throughout the state of Arizona.
  • This position requires excellent communication skills and the ability to coordinate essential testing between the PSAP, vendors, and the CTL network.
  • Interacts with customers to ensure the highest levels of customer satisfaction and to earn our customers continued business and loyalty.
  • Partners with internal (central office, repair & provisioning centers, tech support, network operations centers, LRAC etc.) and external (local municipalities, law enforcement, fire department etc.) organizations.
  • Interacts with Network managers in successfully responding to and resolving service escalations to meet customer requests and expectations.
    Qualifications




    • Prefer a minimum of three (3) years of experience installing and maintaining current Motorola Vesta 911 and/or West (Intrado) 911 equipment and systems.
    • Prefer training and certification on West and/or Motorola 911 systems (Viper and Vesta).
    • Prefer three (3) years of concurrent experience installing and maintaining switches, routers and/or phone systems. Work experience with LAN installation and maintenance is preferred.
    • Minimum of three (3) years experience installing, provisioning, and maintaining servers and computers.
    • Prefer a minimum of two (2) years of experience working in a Telco environment with designed services, POTS or central office installations.
    • Prefer Cisco Certifications such as CCNA, CCNP or equivalent.
    • Working knowledge of copper and fiber cable facilities both outside plant and inside cabling.
    • Basic electricity knowledge as it relates to telecommunications (through classes or on the job related training) including: reading & interpreting circuit diagrams, equipment drawings, & technical manuals, AC/DC usage and measurements and UPS systems.
    • Working knowledge of test equipment (e.g. Volt-ohm meter, Transmission Measuring, HST) sets or comparable testing equipment.
    • Must have knowledge and experience with Windows associated with telephony equipment including configuring customers computer hardware and software.
    • Must be able to communicate effectively through email, text, and phone.
    • Ability to perform strenuous physical activities including, but not limited to lifting and/or moving up to 100 pounds.
    • Requires state drivers license and current satisfactory driving record.
    • Ability to perceive differences in telecom wire and cable colors.
    • Excellent interpersonal skills required in order to provide efficient, quality service to both internal and external customers both face-to-face and over-the-phone.
    • Ability to work well with others to achieve common goals and to foster a cooperative climate, as well as to work independently in the field with little supervision.
    • Ability to perform job activities outdoors in different weather conditions (e.g., extreme cold and/or heat, inclement weather).
    • Ability to work in confined spaces (e.g., attics and crawl spaces).
    • Willing to work varying shifts depending on workload. Rotational pager duty will be required.
    • Requires varying tours and hours including possible mandatory overtime and holidays.
    • Must be able to prioritize multiple projects and perform under pressure.
    • Must negotiate timeframes for completion and meet critical deadlines.
    • Must be willing and able to work with other coworkers to complete job assignments.
    • Successful completion and passage of all applicable employment testing and interview.
    • Overnight travel to perform and attend training classes will be required.

      Preferred Job Qualifications:

      • Experience working in teams or alone problem solving, coordinating testing and troubleshooting customer lines or toll lines.
      • Associated or Baccalaureate degree in telecommunications and electronics is a plus

        Other Job Requirements:

        • Successful completion and passage of all applicable employment testing and interview.
        • Selected candidate is required to remain in the position for a minimum of 30 months (Time in Title) and 18 months (Time in Location).

          Alternate Location: US-Arizona-Prescott

          Requisition #: 220396

          This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at http://find.centurylink.jobs/testguides/

          This position is part of a bargaining unit and represented by a union. Depending upon the applicable collective bargaining agreement under which you may be hired, you may be: (a) required to join the union and pay union dues as a condition of employment; or, (b) required to pay union dues, but not join the union as a condition of employment; or (c) free to chose whether or not to join the union, but if you do join the union you would be obligated to pay union dues.

          EEO Statement

          We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, creed, veteran status, disability, medical condition, genetic characteristic or information, age, sex, 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.

          Disclaimer

          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, Prescott , CUSTOMER SERVICE SPECIALIST, IT / Software / Systems , Prescott, Arizona

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