Customer Care Specialist I


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.


The Role

The Customer Care Specialist I is an entry level position that involves providing general written and verbal customer support for both internal and external CenturyLink customers with single contact resolution.

The Main Responsibilities
  • Address internal and external customer’s basic questions such as billing inquires, order status, and validate services and dependencies of order requests
  • Collaborate with key stakeholders such as Order Entry, Customer Care Managers, Account Team, Billing and Provisioning to provide best customer experience
  • Utilize current systems to properly authenticate customer
  • Solve complex customer issues by using provided systems and resources
  • Provide technical support and navigation assistance of CenturyLink’s customer portal
  • Validate customer request type to create Move Add Change order requests for customer
  • Provide best in class customer experience utilizing strong written and verbal communication skills focused on resolving the customer’s concern at 1st point of contact
  • Identify and document root cause of customer’s issue using active listening and strategic questions
  • Other duties as assigned
What We Look For in a Candidate


  • 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
  • Strong written/verbal communication experience
  • Strong Customer Service skills



  • Knowledge of telecommunications/technology industry

Alternate Location: US-Ohio-Mansfield

Requisition #: 222992

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.