About lumen
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.
The role
Acts as a single point of contact for a group of assigned federal customer accounts which typically have a medium to large revenue scope or have moderate to high complex product needsManages any interactions from the customer order through billing to ensure highest levels of customer satisfactionPromotes revenue growth, retention, and overall customer satisfactionServes 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 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
Self-starter
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
Preferred:
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 #: 264437
Eeo statement
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.
Disclaimer
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.
Salary range
Salary min :
51210
Salary max :
114120
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.
Salary range
Salary min :
51210
Salary max :
114120
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.
