What are the responsibilities and job description for the CUSTOMER CARE SPECIALIST III position at Lumen?
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
Provide general written/verbal customer support for internal and external Lumen customers with single contact resolution.
The Main Responsibilities
• Demonstrate ability to efficiently and accurately process and manage Access Service Requests for multiple Lumen products or access provider(s)
• Demonstrate a consistent, elevated level of performance as measured by SLAs, On Time Performance and quality standards
• Excel at managing the assigned queue using time management skills
• Provide technical support for internal and external teams.
• Identify and champion resolution for process issues. Work cross functionally to implement process changes.
• Provide input into appropriate training and documentation around provisioning processes.
• Participate in UATs as needed
• Perform other duties as assigned. Support special projects.
• Utilize current systems to properly authenticate customer
• Solve complex customer issues by using provided systems and resources
• Provide technical support and navigation assistance of Lumen’s customer portal
• Validate customer request type to create Move Add Change order requests for customer
• Identify system inconsistencies and make recommendation on fixes or improvements
• Ability to gather and present department data to peers and leadership
• Team representative for system and process releases
• Provides technical expertise and resources to assigned functional group for company products and services.
• Develop department training material relating to products, systems, equipment, and processes.
• Conduct quality reviews and audits, analysis, for respective Service Delivery team(s) to ensure consistent, effective processes.
Behavioral & Technical:
• Provide best in class customer experience utilizing strong written and verbal communication skills focused on resolving the customer’s concern at 1st point of contact
• Identify and document root cause of customer’s issue using active listening and strategic questions
• Provide recommendations related to process improvement opportunities
• Subject matter expert to peers
• Ability to interact professionally with peer departments and leverage them to improve customer experience
• Serve as an escalation point to the customer
• Lead teams in problem / risk analysis, and process implementation
• Facilitate continuous learning and able to effectively transfer knowledge to others
What We Look For in a Candidate
Qualifications:
• High School diploma, GED or equivalent
• 1 to 3 years of contact center expierence
• Strong computer skills with MS Office experience and the ability to navigate multiple systems at once
• Strong written/verbal communication experience
• Strong Customer Service skills
Preferred Qualifications
• 3 Years of contact center experience
• 2 Years of Telecommunications experience
What to Expect Next
Requisition #: 310960
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
36450
81000
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.
Salary Range
36450
81000
