Hiring in 55 locations
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 the news.
For more detail related to Lumen Salary and employee reviews
Hiring in 57 location
The Role The scope of this position is to lead a team of Customer Care Managers in all Service Delivery aspects post-sale to customer acceptance for CenturyLink’s State and Local Education Business Unit.
The Main Responsibilities
Manage, lead, and support activities of the Customer Care Manager for CenturyLink’s State and Local Education Business Unit.
Hire and manage the performance of assigned departmental employees
Ensure the assigned employees are trained on current products and processes
Employee development formalized and scheduled training programs for assigned employees
Develop, implement, and monitor departmental goals and KPIs
Special projects as assigned
Data analysis and performance reporting creation and delivery
Create executive relationships with large wholesale customer operation teams
What We Look For in a Candidate
Proven ability in managing large teams
5 years of experience with products, processes, and support functions in Billing, Repair Centers, and Ordering & Provisioning Operations
Data and statistical analysis
Proficient in MS Excel, PowerPoint, Word, Visio
Process gap identification and improvement
51 locations
US
The Role Responsible for supporting the delivery of requests for telecom services. Ensure requests are processed in a timely manner to meet SLA and customer expectations. Document all order activity and ensure data integrity in Lumen systems. Responsible for accurate and timely communication of order milestones to internal and externally facing teams – escalating as needed.
The Main Responsibilities Essential Job Duties • Demonstrate ability to efficiently and accurately process and manage Access Service Requests for one or more Lumen product or access provider • Process orders according to SLAs, On-Time, Performance, and quality standards • Manage the assigned queue using time management skills • Perform other duties as assigned • Provide technical support for team members Behavioral & Technical: • Develop and maintain close working relationships with key stakeholders to understand evolving issues and requirements, understand upstream and downstream implications and dependencies, ensuring key solutions are executed and properly coordinated. • Collaborative skills and use a team approach to accomplishing work. • Verbal, written, and interpersonal communication skills.ââ¬Â¯ • Demonstrate ability to process tasks as assigned for one or more Lumen voice product • Use training, M&Ps, and peer knowledge to demonstrate ability to process tasks as assigned for incoming work • Process orders according to SLAs, On-Time Performance, and quality standards • Manage the assigned queue using time management skills • Escalate to a higher level as needed • Providing escalation support for lower-level techs • Respond to more complex maintenance and troubleshooting requests,
51 locations- up to $19.00
The Role 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 needs. Proactively manages the customer’s service needs to ensure the highest levels of customer satisfaction and that their expectations are met. Coordinates 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 activities. Such interaction is initiated by customers through phone, email, and/or portal communications. Takes 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 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.”
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.
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 disconnect-related proactively working with the customer and sales on disconnect-related retention efforts.
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.
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.
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.
The Role The Credit Consultant provides the first and final voice for Lumen customers who have questions, concerns, and inquiries related to their bill and account. The Credit Consultant 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! This role is our entry position to the amazing world of Mass Market's customer care. In just as little as 30 days you will be eligible to apply for the next level of support that has the opportunity to increase your earnings. You heard that correct – an earning increase in 30 days is a real possibility!!
The Main Responsibilities How our Credit Consultant takes amazing care of our customers: Be present and ready for every customer by having outstanding attendance and showing value to the customers by reducing hold times and responding timely to all inquiries. Show care to each customer by actively listening to customers’ concerns and questions regarding their bills and resolving concerns in a timely manner. This could involve taking inbound calls or chats with existing customers. Responsible for using systems, tools, and scripted language to ensure that you are complying with regulations and laws. This means following quality standards and always putting the customers’ rights and concerns first. Provide genuine empathy and professionalism when working with customers who require payment arrangements and be prepared to offer solutions. Be able to negotiate and build the best possible outcomes for the customer when working through delinquent account resolution.
What We Look For in a Candidate 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 the 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 at scheduled shifts on time and returning from all breaks on time. Preferred Prior sales experience in a customer-facing or sales environment Experience in an inbound or outbound call center Previous chat experience desired.
20 locations
The Role
Do you love to meet new people? Do you enjoy technology and want to be part of the Company empowering the 4th Industrial Revolution? Do you want to learn about the sales industry and start a career that promises growth and development? This is the career for you!! A conversation starter, detective, and wizard all rolled up together is the best description of our Lead Generation Representative I.
documents this role, you will have the ability to learn Salesforce and other industry-leading software to communicate documents and drive sales across North America from the comfort of your own home. You will also be given the opportunity to network and discuss technology needs with decision-makers across many different companies. You can tell your friends and family that you talk to VPs, Directors, and even CEOs on a daily basis. Also, those communication skills, you know the ones you got in trouble for in grade school for talking to much, are the key to success in this role. Heck, we will even pay you well to use them. Come join the Lumen family where we are not only the platform for amazing things but also the Corporation that values our employees. We conduct bi-annual engagement surveys to ensure our employees are heard and real action can be taken. We have 11 Employee Resource groups where everyone can be sure they have a network of support but also a network of community advocates who are giving back to the communities where we live and work!!
The Main Responsibilities Conversation Starter
Making superhero connections through the Power dialer (superhero tool for sales professionals) to 100+ contacts a day. You will also need to document and take notes on each of the contacts in the appropriate tracking system.
Using phone, email, and social media you will be responsible for prospecting new customers to schedule conversations and meetings.
You will be trained and get to use the BANT methodology of identifying leads that can translate to customers. (BANT – Budget, Authority, Needs, and Timeline – did we mention there will be training?)
Detective
You will need to be a sponge and open to learning every day. This is the technology industry which means we are always growing, evolving and transforming into meeting future needs. You will get a front-row seat and are expected to be part of the solution.
The practice may not make it perfect but it certainly makes it permanent and you will need to practice, refine and improve your elevator pitch and key messaging to different leads.
Wizard
Stay excited, energetic, and enthused with each and every lead. Lead #98 of the day deserves the same level of engagement as Lead #1. This is where the magic wand comes in handy.
Identify challenges, roadblocks, and potential for improvements and keep a feedback loop open with leaders in the organization.
This is Work From Home at any US-based location. Position Objectives:
Deliver superior customer service through professional, comprehensive, and timely resolution of escalated incidents and requests
Lead support management team through regularly scheduled performance reviews
Develop and execute programs that lead to improvements in support and request process/execution
Drive improvements in change and incident management
Ensure successful management of daily support operations
Maintain and improve Customer Satisfaction ratings
Identify and drive automation opportunities
The Main Responsibilities
Implement business strategies that will increase efficiency, reduce cost, and improve customer experience
Ensure identification, resolution, or escalation of client issues according to procedural documentation and training
Monitor support performance relating to the management of incidents to resolution in a timely manner
Lead automation activities by prioritizing time savings customer experience improvements
Error resolution improvements and monitoring
Serve as an escalation point for both internal and customer operational related issues when required
Participate in the onboarding and transition of new accounts and team members
Identify and manage resource workload constraints
Ensure customers and internal business units are aware of major incidents
Develop new frameworks to standardize operating procedures
Communication:
Keep team well informed of changes within the organization
Obtain and provide timely updates to/from relevant parties
Deliver engaging, informative, well-organized presentations
Understand how to communicate difficult/sensitive information tactfully
Hold regular status meetings with team as well as individual 1:1s
What We Look For in a Candidate Required skills:
3-5 years of team leadership experience in an enterprise, IT, or service provider environment
Previous application of industry best practices for support and process development and adherence
Ability to coordinate, orchestrate, and communicate effectively with other technologists and business partners to maintain high service levels in a demanding environment
Ability to effectively command control of crisis situations
Excellent verbal, written, and analytical skills
Strong analytical, diagnostic, problem solving, and communication skills
Familiarization with ITIL guidelines and practices
Incident Management experience
Exceptional formal writing skills relative to technical communication
hands-on, Desired skills:
Experience with Python and/or other scripting languages
Technical certifications in areas of technical expertise
Previous hands-on experience with one or more of the following Network and Systems hardware platforms:
Juniper routers and Switches
Systems OS’s such as RHEL or Microsoft Windows
Virtualization experience with VMWare and/or OpenStack
Kubernetes, Docker, or any other container technologies
Hardware and firmware exposure in virtual and physical systems environments
49 locations
The Role The Project Manager is the primary single point of contact for large-scale deployments with significant complexity, unique requirements or that qualify as a “Special”. 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 a 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 part is measured based on customer surveys completed upon delivery of services.
Understands project goals and objectives as it relates to customer’s 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 a mentor and team leader to other teammates.
Commenti