client services representative Remote
Job description
About Lumen
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.
The Role
This role serves as a customer advocate enriching customer experience through the customer lifecycle. Will have demonstrated success in telecommunications sales to end-user customers, including strategic and large business customers using relationship management and system sales concepts. A support structure is primarily response-oriented to customers’ needs and highly active. Focusing on the mid to lower-tier customer segment with higher churn tendencies, efforts include growing revenue through renewals and mitigating churn through responding to customer needs. While majority of daily activities is reactionary, there are “Select” accounts (i.e. Top Biller) identified (1 to 3 per module) requiring some proactive support.
The Main Responsibilities
- Prioritize and effectively manage customer requests and inquiries throughout lifecycle resulting in revenue retention and customer churn reduction
- Perform internal bill reviews on all revenue impacting orders validating services match order and contract; initiate a billing disputes as necessary and support downstream credits accordingly
- Monitor and assist in managing Early Term Liabilities (ETL’s) waivers, ensuring ETL customer charges are valid and accurate
- Negotiate credits directly with customers while representing company’s best interests and working within financial guidelines; provide necessary approval for business decision credits
- Provide assigned customers service inventories and spend as requested
- Communicate with account team and customer regarding renewal opportunities and re-rates, clarify and appropriately message customer options while minimizing revenue writedowns
- Validate customer contacts and encourage customer to complete relationship surveys
- Assess customer risk (i.e. leverage internal churn score) while offering appropriate customer treatment minimizing churn tendencies
For “Select” customers only:
- Support customer onboarding through promoting and influencing customer to self-serve through customer handbook and portal, educate customer on account team and internal contacts
- Single point of contact for life-cycle events: When customer has questions regarding their account, general day-to-day questions, their CSM should be who they call
- Conduct inventory service audits for customers
- Facilitates Customer Business/Service Reviews by working with the account team to provide an overall review of the account based on the customer’s needs; work to resolve any concerns that come from the review
- Advocate on-net migrations by initiating customer conversation and promoting benefits of on-net services
- Review Service Assurance process and provide escalation lists; available for any escalation needs throughout our relationship to enable continuity of your overall services
What We Look For in a Candidate
Knowledge/Skills/Abilities (General Business Skills):
- General knowledge of marketing principles and processes
- Prior experience within the Telecom industry along with a solid sales background
- Good Phone Skills
- Conflict Management/Dispute Resolution
- Conversation skills/Interpersonal Skills
- Oral and Written Communication Skills
- Active Listening
- PC Skills
Education/Experience:
- Bachelor’s Degree in Business or Telecommunications preferred
- Demonstrated success in telecommunications sales to end-user customers, including strategic and large business customer using relationship management and system sales concepts.
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.
Requisition #: 329411
When applying for a position, you may be subject to a background screen (criminal records check, motor vehicle report, and/or drug screen), depending on the requirements for the position. More information on what’s included in these checks can be found in the Post Offer section of our FAQ page. Job-related concerns noted in the background screen may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.
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.
NOTE: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Disclaimer
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 Range
43200
96000
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. 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.
Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.
