Retention Sales and Service Associate

Date: Jul 30, 2019

Location: BOISE, ID, US, 837020000

CenturyLink (NYSE: CTL) is a technology leader delivering hybrid networking, cloud connectivity, and security solutions to customers located in more than 60 countries. Through its extensive global fiber network, CenturyLink provides secure and reliable services to meet the growing digital demands of businesses and consumers. CenturyLink strives to be the trusted connection to the networked world and is focused on delivering technology that enhances the customer experience. Learn more at <a href="" original_font_attr="-1" original_line_height_attr="" target="_BLANK">

Job Summary

Job Summary

The Retention Sales and Service Associate will work under immediate supervision in a fast-paced inbound call center, respond to phone calls from existing customers who may have concerns with billing and/or interest in CenturyLink products and services.  With a high sense of urgency provide extraordinary customer service to include answering questions, fulfilling orders, troubleshooting problems, utilizing internal tools and resources to respond with information, and limiting call transfers with first call resolution.

Wages and Training:

  • Training for this position begins Sept. 30th, 2019
  • $14.10+ per hour to start, plus additional commission for meeting your goals at 100%.
  • Incredible UNCAPPED earning potential, based on performance
  • Training will be 6 weeks, Monday through Friday, 10am – 7pm. You MUST be able to attend entire 6 weeks of training without time off

Typical Work Hours:

  • Center hours of operation are 7am to 9pm, Monday through Friday.
  • New hires work hours vary, Monday through Friday. Mandatory overtime will be required (Occuring on Monday and subject to business needs), based on call volumes during normal hours of operation.

Work Environment:

  • Share a room with others performing similar work
  • Work in a room with continuous noise
  • Primarily perform work duties sitting or standing at a workstation utilizing a computer and headset for extended periods of time while under fluorescent lights
  • Work in a structured environment with adherence to firmly scheduled break times

Other Duties” Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.”

Job Description

Job Description

  • Receive, listen to and respond to inbound calls from CenturyLink residential customers
  • Show care to each customer by using patience, attentiveness, willingness to help while being professional and showing respect
  • Build and maintain strong customer rapport.
  • Perfect the customer experience by providing superior service
  • Resolve the customer issue on the first call without transfer, while utilizing various support groups via chat or other multi-tasking abilities
  • Consult with customers to determine their wants, interests, and needs; recommend the best solution to enhance the customers experience, which may include selling additional services or right-sizing services to drive customer loyalty
  • Advise, consult, multi-task, and problem solve with your customer, which includes complaints and general calls in regards to service, billing, payment and other service related issues
  • Meet required customer service and sales performance objectives by determining the best customer experience solution on every call
  • Use various computer systems/screens simultaneously to process sales and service orders
  • Maintain and improve speed, accuracy and quality results by adhering to standards and guidelines
  • Update job and product knowledge by participating in educational opportunities
  • Data entry with speed and accuracy

    “Other Duties” Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.”


  • Enjoy your weekends off!! We know we do!!
  • Fantastic Medical, Dental and Vision, offered after 30 days of employment for you and your family!
  • Paid Vacation – 1 week of vacation after 6 months of employment!
  • Company prepaid tuition program after 90 days of employment!
  • 401K Plan with Company match!
  • Discounts on CenturyLink Products and Services!
  • Casual, yet professional work environment!


  • Quality oral and written communications skills
  • Strong listening skills with the ability to ask follow-up questions to understand root cause of issue
  • Strong customer focus dealing with escalated or irate customers
  • Excellent punctuality and work attendance history
  • Proficient in multi-tasking within several computer applications and databases
  • Ability to handle a high volume of phone calls in a structured environment
  • Must be flexible to work various shifts, including Saturdays, evenings, mandatory overtime and holidays as necessary
  • Computer literacy
  • Good negotiating, indirect influencing and persuasive skills with a positive attitude and sales mindset

    Preferred Qualifications:

  • Prior experience in a retention, customer-facing environment, or commissioned based position
  • Experience in an in-bound or out-bound call center environment
  • Six or more months of customer service experience

Alternate Location: US-Idaho-Boise; US-Idaho-Caldwell; US-Idaho-Eagle; US-Idaho-Emmett; US-Idaho-Kuna; US-Idaho-Meridian; US-Idaho-Mountain Home; US-Idaho-Nampa; US-Idaho-Payette; US-Idaho-Star

Requisition #: 213458

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.

Job Segment: Data Entry, Call Center, Sales, Administrative, Customer Service

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