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Lumen Customer Care Manager IV - Work From Home, US in Indianapolis, Indiana

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

  • Manage interactions from the customer order through billing to ensure highest levels of customer satisfaction

  • Promote revenue growth, retention, and overall customer satisfaction

  • Serve as the conduit and escalation point for exception problem management of customer 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

  • Manage large and complex customer implementation projects which include but are not limited to creating and maintaining detailed project schedules, tracking the project’s financial state, understanding unique aspects of projects as well as understanding technical and operational specifications

  • Own and manage all customer communications or escalations pertaining to new install orders

  • Manage all aspects of the conversion of sales to revenue for the company

  • Manage all service activation elements of customer orders from order entry through service “turn up.” Communicate order status in a timely manner to customers via conference call, emails and phone calls

  • Initiate and track the timely and accurate moves, adds, changes and disconnects to the customer’s services based on their requests

  • Coordinate proactively with sales and sales engineers on the pre-sales engagement process to ensure product compliance and solutions definition

  • Own and create service delivery and service management performance review presentations

  • Act as s SME for key products and implementation processes

  • Act as a support resource for implementation of advanced solution-based product and services

  • Produce best practice documentation to facilitate effective and efficient WIP management

  • Collaborate across organizational boundaries to identify and correct process gaps

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

  • 5+ years of relevant job experience

  • Bachelor's degree in a related field

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 #: 253127

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. 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

Salary Min $57060 Salary Max $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 visiting https://lumenbenefits.com.

Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.

Salary Range

Salary Min :

57060

Salary Max :

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. (https://jobs.lumen.com/global/en/compensation-information) 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. (https://centurylinkbenefits.com)

Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.

Salary Range

Salary Min :

57060

Salary Max :

126720

This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual experience, qualifications and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss with us as you move through the selection process.

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