Business repair new agent position overview
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Business Repair New Agent Position Overview. February 27, 2010. Agenda. CenturyLink B-Repair Team Position Expectations Opportunities Career Progression. CenturyLink. EMBARQ / CenturyTel merger July 1, 2009 Fortune 500 Communications Company

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Business Repair New Agent Position Overview

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Business repair new agent position overview

Business Repair New Agent Position Overview

February 27, 2010


Agenda

Agenda

  • CenturyLink

  • B-Repair Team

  • Position

  • Expectations

  • Opportunities

  • Career Progression


Centurylink

CenturyLink

EMBARQ / CenturyTel merger July 1, 2009

Fortune 500 Communications Company

Local and Long Distance, Voice, Data, High-Speed Internet, Wireless and Entertainment Services

Reliable Service, Committed to Customer Service, Practical & Innovative Products, and Competitive Pricing


B repair team

B-Repair Team

  • Inbound Repair Center Supporting all CenturyLink Business Customers

    - Call Center

    - Trouble Ticketing

    - Escalations

    - Ticket Management

  • 250 Employees Located in 2 States

    - Kansas

    - Florida

  • Skill Sets

    - SBHB (Small Business Home Business)

    - CLEC (Competitive Local Exchange Carriers)

    - GR (General Repair)

    - 911

    - Long Distance

    - National Accounts

    - DSL (Internet Helpdesk)


Expectations

Expectations

Training

  • 3 Weeks Instructor Led Training Class

  • “Double Jacking” with an Experienced Agent Included

  • 1 Week Nesting with Coaching Support while Taking Calls

  • Accept Calls on Your Own

    Attendance

  • Reliable Attendance Required

  • Promptness

  • Accrual of 2 Occurrences during the 1st 30 days may Result in Termination of the Assignment

  • Very Important to be at Work when Scheduled in order to Support our Customers

Performance

  • Quality Assurance Scores

  • Scheduled Adherence and Limited NRT (Not Ready Time)

  • Soft Sales Environment (1 offer / 1 sale per day)

    - No Sales Quotas / No Sales Commissions (daily, weekly, monthly incentives)

    Teamwork

  • Have a Positive Attitude

  • Work Well with Peers


Opportunities

Opportunities

  • Get Your Foot in the Door and Prove Your Performance!

  • Work for a Great Company!

    • Compensation

    • Benefits

    • Paid Training & Development

    • Opportunity to Advance

  • Learn Life-long Transferable Customer Service and Other Skills!


  • Career progression

    Career Progression

    Career progression within the B-Repair center dependant upon good attendance, quality, performance, and attitude.

    Join the CenturyLink team as a temporary associate (6 month evaluation)

    - Starting pay $22,080/year ($10.00/hr / no benefits)

    - Full time agent w/ benefits (after 6 months)

    Tier 2 advancement opportunities (Salary Increase)

    - Ability to handle more complex responsibilities

    - Escalation Queue/Agent

    - Ability to handle customer escalations and agent support

    Job Bidding System (Career Path)

    - Ability to bid on internal company positions

    Please note that all employment opportunities/promotions are available on an as needed basis.

    CenturyLink does not guarantee any advancement or promotion.


    Business repair new agent position overview

    Thank you for your time and consideration of CenturyLink employment opportunities.


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