New York, Delaware, Florida, Minnesota, Louisiana, Texas, Missouri, Colorado, Georgia, Washington Arizona, North Carolina, Utah, Tennessee, Oregon, Nebraska Kansas, Illinois, Oklahoma, Ohio, Iowa, Nevada, Wisconsin, Michigan, Idaho, Pennsylvania, Kentucky, Indiana, Virginia, South Carolina, Arkansas, California, New Jersey, Massachusetts, New Mexico, Mississippi, North Dakota North Dakota, Maryland, South Dakota, Montana, Connecticut, District of Columbia, Wyoming, West Virginia, Vermont, Alabama
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.
The Main Responsibilities
Owns and manages all customer communications or escalations pertaining to new install orders. Provides 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.”
Communicate order status to customers via conference calls, 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 requests. Which include but is not limited to reason code collection, reporting, includes, and defining approach for proactively working with the customer and sales on disconnect-related retention efforts.
The Role
The Customer Service Account Specialist II provides the first and final voice for Lumen customers who have questions, concerns and inquiries related to their bill and account. The Customer Service Account Specialist II is an empathetic listener, a solution-based champion, and maintains a key focus on accuracy and speed for assisting the customer. At Lumen, we believe an important ingredient in providing amazing customer service is having an amazing team. To maintain and build that team we know that pouring development into the everyday role and responsibilities is the key to building a rewarding career. We offer a generous compensation package complete with holistic benefits and a culture that ensures that YOU feel wanted, included, and part of the platform of amazing!
What Skills are Required for Day One Success (Don’t worry we will train the rest)
Must possess at least six months of previous customer service experience.
Must possess a strong positive attitude with a willingness to learn and motivation to grow.
Must possess working knowledge of Microsoft Office tools (Word, Excel, etc) and have overall computer literacy.
Must possess the ability to communicate clearly, accurately, and in a positive tone with customers both written and oral.
Must be flexible to work various shifts, including weekends, evenings, and holidays as necessary (No Sundays)
Must have a work ethic that reflects respect to your teammates, customers, and leadership by arriving to scheduled shifts on time and returning from all breaks on time.
Ability to meet and exceed monthly service, sales, and retention-related, goals.
Must possess the ability to communicate clearly, accurately and in a positive tone with customers both written and oral. Must be able to ask follow-up questions to understand the root cause of an issue to help deliver a solution.
The Role The Customer Care Manager II is the single point of contact for large revenue customer accounts with complex product needs. The incumbent proactively manages the customer’s service needs ensuring the highest level of satisfaction, exceeding customer expectations, and meeting projected timelines.
The Main Responsibilities
Manage interactions from the customer order through to billing to ensure the highest levels of customer satisfaction
Promote revenue growth, retention, and overall customer satisfaction
Communicates order status to customers via conference calls, emails, and phone calls
Addresses customer requests, complaints, and issues regarding their service order and delivery in a timely manner
Meet learning, development, and personal growth objectives to provide a superior customer experience
Owns and manages all customer communications or escalations pertaining to new install orders. Provides 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 activation.
Communicate order status to customers via conference calls, emails, and phone calls.
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 requests. This includes 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.
The Role Acts as a single point of contact for a group of assigned customer accounts that typically have a medium to large revenue scope or have moderate to high complex product needs. Manages any interactions from the customer order through billing to ensure the highest levels of customer satisfaction. Promotes revenue growth, retention, and overall customer satisfaction. Serves as the conduit and escalation point for 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 activities.
The Main Responsibilities
Partner closely with sales and service delivery eco-systems to understand and implement sold solutions.
Provide critical data 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.
Proactively 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.
The RoleSalary
Min: 57060 Salary Max: 126720 The Main Responsibilities What We Look For in a Candidate What to Expect Next Based on your job application information you may be given the opportunity to complete a video interview immediately after applying. This will include a set of questions for you to record a response to in addition to Game Challenges. Completion of this video interview is a requirement in order to be considered for our open position. Now not a good time? No worries, we will also send you an email with a link to complete the video interview. We strongly recommend that you complete this within 5 days of your application date.
The Role The Lumen Technical Account Manager (TAM) is an advocate and trusted technology advisor providing customers with guidance and management over their managed hosting, public and private cloud, and remote infrastructure environments. Through building strong customer relationships, the TAM will gain an understanding of their customer’s operational needs and ensure managed services align with meeting those needs.
Providing operational governance over their customer’s environment and services, the TAM manages incidents to resolution, follows up with root cause analysis through problem management, corrective action plan development, and is responsible for remediating, documenting, and implementing processes that create efficiency and deliver exceptional experiences to their customers. This individual must have strong leadership skills and be able to influence and work effectively with cross-functional teams.
The Project Manager is the primary single point of contact for large-scale deployments with significant complexity, unique requirements. Responsible for planning, organizing, and managing the customer's implementation to meet scope, timing, and budget expectations and overall project outcomes. This role participates in and leads the completion of complex solutions to meet customer needs & is engaged according to PMO criteria and standards.
.The Main Responsibilities
Develop, plan and manage the implementation of activities for highly complex projects/programs for external/internal customers throughout their lifecycle
Accountable for timely project completion and delivery.
Analyzes work plans and schedules and develop project progress and status reports (including executive status updates)
Responsible for resource requirements/allocation.
Coordinate and facilitate project meetings.
Develop and distribute timely meeting minutes, to include track/manage action items and verify they are incorporated into the program schedule and that deliverables are met on time.
Assess/Manage risk, impacts, and potential alternatives and escalate as required to the appropriate level of management.
Set program objectives and establish clear measures to successfully define and meet project deliverables and timelines. Utilize the change control process to track schedule changes.
Acts as project team leader & accountable for successful overall project completion
Through a partnership with other staff organizations, define Key Performance Indicators (KPI), training, process standards, policies, and procedures. Associated with complex projects.
Ensure adherence to project-related policies and processes
Reiterate scope, roles/responsibilities and schedule on a regular basis and provide team members a single point of contact for all project issues
Employs judgment to make business decisions about things that will impact the project, customer or company and has the authority to stop activities from proceeding when continuing to move forward would have a negative impact
Responsible for identifying and ensuring participation of all required internal and vendor resources to ensure the on-time delivery of sold services within budgetary guidelines.
Negotiates due dates based on resource/network availability to maintain Lumen’s profitability and to meet customer requirements.
Acts as customer-facing single point of contact during the life of the project. Often dedicated to strategic global customers for repeat business.
Identifies additional sales opportunities and engages Sales organization as appropriate. Performance in parta is measured based on customer surveys completed upon delivery of services.
Understands project goals and objectives as it relates to customers’ business strategies and long-term needs. Deliverables include project assessment, team formation, schedule preparation, status/jeopardy reports, risk analysis, project status reports, and post-implementation analysis.
Acts as mentor and team leader to other teammates
The RoleSalary Min : 26910 Salary Max: 60120
The Main Responsibilities · Handles situations that may require adaptation of response or extensive research according to customer response. · Uses computerized system for tracking, information gathering, and/or troubleshooting. · May answer inquiries and resolve problems. · Requires extensive knowledge of the organization, products, and/or services. · May require advanced problem-solving. · Requires ability to navigate a computerized data entry system or other relevant applications. · Works on assignments that are moderately complex requiring some judgment and initiative after learning the work routines.
TRAINING STARTS ON NOVEMBER 29TH!
Lumen is seeking upbeat customer service contact center representatives to assist current voice and high-speed internet customers with service-related issues including hardware and software configurations. All contacts are inbound and are technical support only, NO SALES REQUIREMENTS. Combined with your current computer skills, Lumen has a technical support training program for you to achieve success. This is a full-time,
This is a home-based position. You will need to provide internet access. You will need a home environment that is free from distractions that might interrupt calls. To be eligible you must reside in one of the following states: Alabama, Arkansas, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Kansas, Kentucky, Louisiana, Massachusetts, Maryland, Michigan, Missouri, North Carolina, Nevada, New York, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, West Virginia, Washington D.C.
Requires customer contact and the ability to effectively communicate over the phone with both internal and external customers.
Must be a consistently flexible, independent, self-motivated problem solver who enjoys working in a fast-paced environment.
Demonstrated strong interpersonal communication skills when working with both internal and external customers.
The ability to work flexible hours including evenings, weekends, holidays, and overtime is required.
Ability to multi-task in a Microsoft Windows environment and utilize multiple programs for troubleshooting.
Experience with common internet software is preferred.
Preferred but not required: 6 months experience in technical support, help desk, and/or contact centers.
Work from Home
Lumen is seeking upbeat customer service contact center representatives to assist current voice and high-speed internet small business customers with service-related issues including hardware and software configurations. All contacts are inbound and are technical support only, NO SALES REQUIREMENTS. Combined with your current computer skills, Lumen has a technical support training program for you to achieve success. This is a full-time, WORK-AT-HOME contact center position.
You'll start at $16.36 per hour. After 6 months you will receive $17.26 per hour, and then $18.27 per hour after your first full year of service.
Working at Lumen you'll receive:
Comprehensive benefits package
401K Savings with company match
Paid vacation and holidays
Fully funded tuition assistance program (up to $5,200 per year available)!
Fitness reimbursement (up to $300 per year)
Wellness Rewards (up to $600 self or $1200 per couple)
Survivor Benefit (6 months salary paid to survive eligible family members)
$1,000 Bonus for eligible employee referrals
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