About lumen
the role
acts as a single point of contact for a group of assigned customer accounts which typically have a medium revenue scope or have moderate product needs.
manages any interactions from the customer order through billing to ensure highest levels of customer satisfaction.
promotes revenue growth, retention, and overall customer satisfaction.
serves as the conduit and escalation point for exception problem management of customer troubles and 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.
the main responsibilities
- act as single point of contact for intermediate level implementation lifecycle management on a group of assigned customer accounts.
- partner closely with sales and service delivery eco-systems to understand and implement sold solutions.
- provide critical date management and escalation support to meet committed delivery objectives.
- validate order details for sold services
- follow established protocol for submitting orders to order entry and provisioning.
- provide timely response to customer and service delivery inquiries.
- pro-actively manages the customer's service needs to ensure the highest levels of customer satisfaction and that their expectations are met.
- bachelor's degree or minimum, 1-2 years of related experience
- customer service, problem solving and analytical skills
- verbal, written and interpersonal communication skills
- collaboration skills and use a team approach to accomplishing work
- self-starter
- ability to multi-task
- preferred qualifications:
- understanding of technical products and services
- basic project management skills
- knowledge of order process and technical side of the provisioning process
- 1 to 3 years of telecommunications/technology experience.
what to expect next
requisition #: 313251
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:
43830
salary max:
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.
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.