About lumen
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
- 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
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
salary range
salary min:
36450
salary max:
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.
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.
note: for union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.