Lumen is guided by our belief that humanity is at its best when technology advances the way we live and workWith 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiencesLearn more about lumen’s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at news.lumen.com, linkedin: /lumentechnologies, twitter: @lumentechco, facebook: /lumentechnologies, instagram: @lumentechnologies and youtube: /lumentechnologies.
Acts as the single point of contact and provides highly skilled customer care support for multiple customer accounts which typically have a small to medium revenue scope or have less complex to moderate product needsProactively manages the customer’s service needs to ensure the highest levels of customer satisfaction and that their expectations are metCoordinates the research and resolution in regards to exception problem management of customer troubles and issues in the areas of order entry, order validation, service activation, test and turn-up, customer access group, technical customer account management, disconnects and billing activitiesSuch interaction is initiated by customers through phone, email and/or portal communicationsTakes ownership of the request to ensure complete and accurate resolution.
The main responsibilities
Owns and manages all customer communications or escalations pertaining to new install ordersProvides order status and drives timely resolution on behalf of the customer.
Actively manages all service activation elements of customer orders from order entry through service “turn up.”
Communicates order status to customers via conference call, emails and phone calls.
Addresses customer requests, complaints and issues regarding their service order and delivery in a timely manner.
Assists with escalations pertaining to a new customer install or disconnect, providing customer order status and/or related issues and drives timely resolution on behalf of the customer.
Initiates and tracks the timely and accurate moves, adds, changes and disconnects to the customer’s services based on their requestsWhich include but is not limited to reason code collection, reporting and defining approach for proactively working with the customer and sales on disconnect related retention efforts.
May also be provided with a level of authority to provide customer credits related to disconnect retention efforts to be used at their discretion.
Assists as an escalation point with billing research, billing inquiries and helps identify root cause of billing disputesInitiates, develops, and manages action plans to correct and prevent the reoccurrence of specific dispute types, and has authority to approve customer credits within established limits.
Collaborates with customer or portal support team with the on-boarding and re-boarding (as changes occur) of customers within the company portal.
Provides training to customers to drive consistent use of the company portalAccountable to ensure that all assigned customers are portal enabled, including owning and directing the process for implementing updates of customer information hierarchies within the company portal.
What we look for in a candidate
Must demonstrate project management experience in planning and organizing data from various sources into concise, relevant information
Must have keen attention to detailMust be self-directed, understand the requirements and take the initiative to complete tasks or assignments with little or no direction
Experienced in interfacing with internal and external customers towards effective management of a project or customer expectations
Ability to focus and deliver pro-actively in a dynamic, multi-tasking, fast-paced environment
Demonstrated ability to direct the work of other functional organizations
Demonstrated ability to influence and collaborate across organizational boundaries
Excellent interpersonal, verbal and written communication skills
Strong pc skills in microsoft outlook, word, excel and powerpoint
Team player with a great passion to succeed
Must work effectively under pressure; organizing multiple tasks and projects in an ever changing environment
Education or equivalent
Associates degree or equivalent education and experience.
5 - 7 years related experience or equivalent
What to expect next
Requisition #: 269735
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 classificationIt is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this jobJob duties and responsibilities are subject to change based on changing business needs and conditions.
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This information reflects the anticipated base salary range for this position based on current national dataMinimums and maximums may vary based on locationIndividual pay is based on skills, experience and other relevant factors.
This position is eligible for either short-term incentives or sales compensationDirector and vp positions also are eligible for long-term incentiveTo learn more about our bonus structure, you can view additional information hereWe`re able to answer any additional questions you may have as you move through the selection process.
As part of our comprehensive benefits package, lumen offers a broad range of health, life, voluntary lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeingYou can learn more by clicking here.
Note: for union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.
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This information reflects the base salary pay range for this job based on current national market dataRanges may vary based on the job`s locationWe offer competitive pay that varies based on individual experience, qualifications and other relevant factorsWe encourage you to apply to positions that you are interested in and for which you believe you are qualifiedTo learn more, you are welcome to discuss with us as you move through the selection process.