the smart solution for Broomfield jobs

Manager Customer Service

Company: CenturyLink
Location: Broomfield
Posted on: June 10, 2018

Job Description:

CenturyLink (NYSE: CTL) is a global communications and IT services company focused on connecting its customers to the power of the digital world. CenturyLink offers network and data systems management, big data analytics, managed security services, hosting, cloud, and IT consulting services. The company provides broadband, voice, video, advanced data and managed network services over a robust 265,000-route-mile U.S. fiber network and a 360,000-route-mile international transport network. Visit CenturyLink for more information.

Job Summary

This position will be engaged with managing and leading a team of Customer Care Managers whose focus is the management of customer expectations and the overall customer experience regarding the company's performance for all products and services. Customer accounts typically have a small to large revenue scope or have moderate to high complexity product needs. Provides day-to-day technical and operational direction to Customer Care Managers to ensure that the highest level of service is being provided to customers. Creates and fosters an environment whereby Customer Care Managers have a clear understanding of goals and objectives, processes and procedures, and cross-organizational expectations. Responsible for understanding the company's overall business strategy, Sales hierarchy and objectives, and internal systems, processes, procedures (as related to the Customer Care organization), and for fully understanding how the Customer Care organization directly impacts the customer.

Job Description

  • Responsible for overseeing the overall customer experience within the assigned market, channel, and/or geographic territory.

    • Customer experience includes, but is not limited to, service order accuracy, on-time product delivery, billing accuracy and timely dispute resolution, service management, and the overall customer service experience.
    • Builds a high-performance team; hires and retains the right talent in the right roles; sets goals, delegates work, holds reports accountable; develops and empowers direct reports to make decisions and takes action. Demonstrates Company's values, maintains a positive open demeanor, encourages different points of view, moves team forward through change; provides timely information; communicates context for business decisions; recognizes accomplishments; fosters teamwork and collaboration.
    • Responsible for managing all key business metrics that directly impact customer experience. Metrics include, but are not limited to, CCD (Customer Commit Date) Set, CCD Met, Standard Interval, Customer Interval, Customer Care (CCM) Jeopardy's and timely bill inquiry and dispute resolution.
    • Manages a consistent level of performance for all products and services and may create and deliver operational reviews and scorecards to senior management (internal and external). Defines targets, metrics and measures of quality for each service, and reports company performance in each category each week, month and quarter. Report types and frequency may differ within the company from the data reported to the customer.
    • Effectively manages backlog as it pertains to the number of in-flight orders. Backlog management includes accurate and timely revenue/unit forecasting, as well as escalating with stakeholder organizations, as deemed appropriate, in order to ensure deliverables, remain on track and within budget.
    • Ensures that the customer experience is at or above pre-established expectations based on direct customer feedback (such as Customer Satisfaction Survey results, Acceptable Churn, etc).


      • Bachelor's Degree or 5 plus years of relevant job experience along with 2 plus years in manager level leadership.
      • Pro-actively seeks new opportunities to increase operational efficiency.
      • Proven strong oral and written communication skills and ability to successfully deliver presentations to executive level.
      • Possess strong organizational, time management and analytical skills.
      • Ability to analyze and manage financial data and capital and expense budgets.
      • Ability to manage multiple projects simultaneously, demands with competing priorities, all while making timely decisions.
      • Must enjoy working in a fast-pace, results driven organization.
      • Must be able to prepare presentations and clearly articulate the position being taken in the presentations.
      • Demonstrated leadership and coaching skills acquired through previous experience in a supervisory or managerial role.
      • Demonstrated ability to develop and execute short- and long-term objectives in a team environment.


        Masters or Equivalent

        Bachelors or Equivalent

        Alternate Location: US-Colorado-Broomfield; US-Colorado-Littleton

        Requisition #: 194524

        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.

        Nearest Major Market: Denver

        Job Segment: Service Manager, Consulting, Manager, Customer Service, Technology, Management

        Keywords: CenturyLink, Broomfield, Manager Customer Service, Executive, Broomfield, Colorado

        Click here to apply!

        Didn't find what you're looking for? Search again!

        I'm looking for
        in category

Other Executive Jobs

HVAC Parts Territory Manager
Description: Job DescriptionWe are looking for HVAC Parts Territory Manager to join our team What We Offer: ul li Generous Benefits Package li Competitive Compensation Based on Experience/Open to Negotiation (more...)
Company: Lohmiller & Company
Location: Denver
Posted on: 06/20/2018

Case Manager, Community Corrections
Description: Job Description br The Case Manager, Community Corrections is responsible for programmatic goals, ensuring court-ordered conditions are met, and the reestablishment
Company: CoreCivic
Location: Henderson
Posted on: 06/20/2018

Offender Management Day Reporting Client Administrator , Community Corrections, Fort Collins
Description: Job Description br br Who We Are: br Rocky Mountain Offender Management Systems RMOMS is a leading provider of non-residential correctional services to Municipal, County, and State Governments (more...)
Company: CoreCivic
Location: Denver
Posted on: 06/20/2018

Patient Care Manager ( Registered Nurse RN Team Leader ) - Home Health $10,000 Sign On Bonus
Description: Overview br br br br br Are you an RN ready for a change At Home Healthcare, an LHC entity, offers a different environment every day. Experience the joy of being able to help patient's reside (more...)
Company: LHC Group
Location: Aurora
Posted on: 06/20/2018

Chief Operating Officer
Description: As the Chief Operating Officer, you will:Serve as
Company: USA Government
Location: Lakewood
Posted on: 06/20/2018

Director/Head of Internal Tools
Description: Company is one of Denver 's fastest growing startups - increasing economic mobility for working adults in America and providing education and support to help every student survive and thrive in the economy (more...)
Company: Education, Denver, CO
Location: Denver
Posted on: 06/20/2018

General Manager-New Store Opening-The Shops At Northfield St
Description: The General Manager GM is responsible for leading through Employer's mission, vision, and values in order to develop a high-performing team that consistently delivers top-line sales growth. The GM leads (more...)
Company: Ulta Beauty
Location: Denver
Posted on: 06/20/2018

In Store Branch Manager - Arvada King Soopers
Description: At U.S. Bank, we're passionate about helping customers and the communities where we live and work. The fifth-largest bank in the United States, we're one of the country's most respected, innovative and (more...)
Company: US Bank
Location: Arvada
Posted on: 06/20/2018

Identity and Access Management Engineer
Description: Job DescriptionTitle: Pre-Sales IAM EngineerLocation: Denver, CO , US 80012Job type: Permanent - Full timeJob description: ul li Technical sales lead for prospective and existing customers throughout (more...)
Company: MHR Partners
Location: Denver
Posted on: 06/20/2018

Case Manager, Community Corrections
Description: Job Description br The Case Manager, Community Corrections is responsible for programmatic goals, ensuring court-ordered conditions are met, and the reestablishment
Company: CoreCivic
Location: Denver
Posted on: 06/20/2018

Log In or Create An Account


Forgot password?

Find us on Facebook

Find us on LinkedIn

Get the latest Colorado jobs by following @recnetCO on Twitter!

Broomfield RSS job feeds