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and communication and collaboration solutions and our purpose to
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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 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
requests. Which 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
Must demonstrate project management experience in planning and
organizing data from various sources into concise, relevant
Must have keen attention to detail. Must 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
Ability to focus and deliver pro-actively in a dynamic,
multi-tasking, fast-paced environment
Demonstrated ability to direct the work of other functional
Demonstrated ability to influence and collaborate across
Excellent interpersonal, verbal and written communication
Strong PC skills in Microsoft Outlook, Word, Excel and
Team player with a great passion to succeed
Must work effectively under pressure; organizing multiple tasks
and projects in an ever changing environment
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 disputes.
Initiates, develops, and manages action plans to correct and
prevent the reoccurrence of specific dispute types, and has
authority to approve customer credits within established
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 portal. Accountable to ensure that all assigned customers
are portal enabled, including owning and directing the process for
implementing updates of customer information hierarchies within the
What We Look For in a Candidate
Basis Qualifications :
Associates Degree or equivalent education and experience.
5-7 Years related experience or equivalent
Minimum skills required to perform in this role.
Relevant job experience is described as:
Requisition #: 232132
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.