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
- This is a customer facing position
- The Customer Engagement Associate II provides service to assigned territories within a dedicated region within the Public Sector organization
- Responsibility includes Moves, Adds and Changes of existing customers and accounts while contributing to the sales and field operations goals and objectives. Additional responsibilities may include assisting customer with service migrations and disconnects
The Main Responsibilities
- Managing the account strategy within the Public Sector account base for moves, adds and changes (MAC). This position will facilitate all required duties and tasks necessary to deliver a positive customer experience using existing tools and resources. Responsible to manage workload via cases and updates within salesforce.com. This position is the primary point of contact for the customer during the Ordering phase of the customer lifecycle.
- Carefully monitor and track orders through to completion
- Own the MAC and new order activity for multiple Lumen services from quote to completion
- Proactive Communication – Communication to customer and internal stakeholders, with introduction and timelines within defined SLAs
- Cross Functional Communication - Work closely with eco teams i.e., Order Packaging Desk (OPD)/Order Entry (OE)/Service Delivery and Customer Care; for large projects, this position will work with Sales Support Associate and Sales
- Opportunity and Funnel Management
- Manage case and opportunity through the various stages in Salesforce and update comments real time
- Manage the opportunity through the various stages in Salesforce and update comments real time
- Opportunity values needs to be accurate based on MAC activity
- Quoting Process - Any case which requires a new build will require the submission into the Capital Approval Tool (CAT) /Capital Approval Request (CAR) tool
- Site Surveys – Overlay support for these opportunities
- Dictated by the contract if no fiber on the contract–
- Design Service Request (DSR) will need to be submitted
- All Metro Ethernet Orders (MOE) require a DSR
- Mailbox Management – Certain customers require dedicated mailboxes and these mailboxes have to be managed
What We Look For in a Candidate
- Minimum 3 years experience in Sales and Systems for all Legacy Organizations
- Knowledge of order processing and completion
- Proficiency in Microsoft Outlook, Word, Excel, and PowerPoint
- Positive Attitude
- Customer facing attitude
- Receptive and open to change
- Accountability and ownership
- Collaboration with cross functional teams
- Proactive communication
- Sense of urgency
- Strong organizational skills
- Ability to prioritize and work in a fast-paced environment
- High School Diploma/ GED required College Preferred
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 first step in the process in consideration.
Please complete the assessment within 5 days of your application so we can expedite your consideration for the role. Thank you.
Requisition #: 329428
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, gender expression, 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 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
43830
97560
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.
