Center Sales and Service Associate - Retention

Date: Aug 8, 2019

Location: PHOENIX, AZ, US, 850120000


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 world’s 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 Retention Representative is an inside sales position that is responsible for retaining customers. Under immediate supervision, each representative will respond to phone calls in a fast- paced call center and maximize retention opportunities by responding to in-bound disconnect/downgrade calls in a continuous effort to retain customers while promoting and selling CenturyLink products and services to residential customers. The mix of calls answered will be primarily customers with the intent to cancel their account and/or remove strategic products and services.  Representatives will also provide extraordinary customer service; to include answering questions, fulfilling orders, troubleshooting problems, responding with information, and limiting call transfers with first call resolution.

Job Description
  • Respond to customer requests for information regarding accounts, type of services provided, billing changes, and other inquiries
  • Show care to each customer by using patience, attentiveness, willingness, and contact ownership to help while being professional and showing respect
  • Conducts, investigates and ensures appropriate resolution has been reached to meet/exceed customer expectations while meeting customer and product retention and sales targets
  • Utilize proactive persuasive/retention skills to assist CenturyLink residential customers with concerns or looking to disconnect/downgrade services or products.  Utilize all tools, call flows, and offers to best assist the customer.
  • Re-sell / sell the value of our products and services to customers by aligning product features with our customers’ needs
  • Consult with customers, using probing questions,  togather information and make recommendations for their communication and entertainment needs
  • Meet required retention and sales objectives by understanding the needs of the customer while driving revenue through upgrading/selling CenturyLink products and services on every call
  • Establish collaborative customer relationships while utilizing indirect influence and negotiating skills
  • Perfect the customer experience with difficult customers that have complaints/concerns
  • 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 retention offers,  job and product knowledge by participating in educational opportunities
  • Data entry with speed and accuracy

Ability to meet and exceed monthly retention and sales goals

  • 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-Arizona-Phoenix

Requisition #: 214906

This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at 

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.


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: Inside Sales, Telemarketing, Cyber Security, Call Center, Sales, Security, Customer Service

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