customer relations 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
The Customer Care Manager IV is the single point of contact for assigned customer accounts which typically have a large revenue scope, complex product needs, and/or require significant project management due to the size of the organization.
The Main Responsibilities
- Single point of contact for customer throughout order implementation process
- Update the customer with order progress at least 1x weekly (or more, as needed). Communicate order status in a timely manner to customers (and team partners) via email, team meetings and/or direct 1:1 calls on a regular basis.
- This may include, but is not limited to, creating, and maintaining detailed project schedules. Communicating scope-of-work detail, project timelines, delays, scheduling dates and more to customer.
- Work closely with Lumen team partners to ensure effective delivery that is on time & within budget. This may include, but is not limited to, order entry, sales, engineering, design, provisioning, field tech & activation.
- Manage all service implementation details from post-sale/post-order entry through service “turn up.”
- Recognize if an escalation is needed and take direct ownership to resolve.
- Promote revenue growth, retention & overall customer satisfaction.
- May be asked to help train new hires & become SME for certain activities and/or products
What We Look For in a Candidate
- Minimum of 3 years related customer service experience
- Experienced interfacing with internal and external customers towards effective management of a project or customer expectations
- Demonstrated ability to direct the work of other functional organizations and deliver proactive results in fast paced environment
- Demonstrated ability to influence and collaborate across diverse organizational boundaries
- Demonstrated success working effectively under pressure while managing and organizing multiple projects and priorities
- Ability to develop documentation to be reported to all levels of management and customers
Preferred Qualifications - 5+ years of relevant job experience
- Bachelor's degree in a related field
What to Expect Next
Requisition #: 329421
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.
This position is part of a bargaining unit and represented by a union. Depending upon the applicable collective bargaining agreement under which you may be hired, you may be: (a) required to join the union and pay union dues as a condition of employment; or, (b) required to pay union dues, but not join the union as a condition of employment; or (c) free to chose whether or not to join the union, but if you do join the union you would be obligated to pay union dues.
EEO Statement
We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, creed, veteran status, disability, medical condition, genetic characteristic or information, age, sex, 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
57060
126720
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.
