Lumen Customer Care Manager III - Pacific, Mountain, and Central Time Zones in Topeka, Kansas
Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 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 experiences. Learn 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.
Our Service Delivery Customer Care Team is seeking a Customer Service professional with skills in direct customer support and project coordination to be Lumen's main point of contact on all customer account issues.
Our Customer Care Manager III position will give you as a customer service and technology professional the next step in growing your career with an industry leader. You'll have assigned accounts and will manage all interactions from customer orders through billing. Additionally you will serve as the expert on service issues and escalations to ensure excellence in service and customer satisfaction. Your strong customer service skills will come into play initiating, managing, and tracking multiple points of contact and communication to ensure complete and accurate resolution.
This is a Work from Home position. For consideration you must be able to work 8:00AM to 5:00PM Pacific (9:00AM - 6:00PM Mountain, 10:00AM - 7:00PM Central).
The Main Responsibilities
Partner closely with sales and service delivery eco-systems to understand and implement sold solutions.
Provide critical date management and escalation support to meet committed delivery objectives.
Validate order details for sold services
Follow established protocol for submitting orders to Order entry and provisioning.
Provide timely response to customer and service delivery inquiries.
Pro-actively manages the customer’s service needs to ensure the highest levels of customer satisfaction and that their expectations are met.
Meet learning, development and personal growth objectives to provide a superior customer experience.
Partner with sales and service delivery to resolve order exceptions throughout the delivery lifecycle
What We Look For in a Candidate
Bachelor’s Degree or 5+ years of related experience
Customer service, problem solving and analytical skills
Verbal, written and interpersonal communication skills
Collaboration skills and use a team approach to accomplishing work
Ability to multi-task
Ability to stay focused in high paced stressful working environment.
Ability to learn and adhere to customer care policies, processes, and principles
Ability to maintain a proficient understanding of Lumen products and services.
Have a working knowledge of the implementation workflow
Understanding of technical products and services
Formal project management experience
Knowledge of order process and technical side of the provisioning process
3+ years of telecommunications/technology experience.
What to Expect Next
Requisition #: 261353
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.
Salary Min :
Salary Max :
This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.
This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information here. (https://jobs.lumen.com/global/en/compensation-information) We'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 wellbeing. You can learn more by clicking here. (https://centurylinkbenefits.com)
Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.
Salary Min :
Salary Max :
This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual experience, qualifications and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss with us as you move through the selection process.