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.
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The Role
Provide exceptional customer service and problem resolution for customers who contact us via the “Unresolved Issues” page from the Lumen website. Work closely with direct management team and internal business partners to formulate responses to customer concerns/inquiries via email or phone.
The Main Responsibilities
- Daily channel workflow management.
- Respond to and initiate contact with customers who message Lumen via the Lumen website.
- Communicate with customers via email or by phone, as needed.
- Interpret the needs of customers and adjust behaviors rapidly to provide outstanding service.
- Identify and document the root cause of the customer’s issue using active listening and strategic questions.
- Assess customers’ concerns and provide the correct information and resolutions.
- Enhance our customers’ knowledge of Lumen and create a positive experience for them.
- Provide best-in-class social customer service focused on resolving the customer’s concern at the first point of contact.
- Resolve difficult situations and manage customer expectations by acknowledging concerns and initiating appropriate action and inform/engage leadership as appropriate.
- Moderate and respond to customers via email per case handling guidelines.
- Evaluate and resolve complex and unique issues requiring conflict management abilities, including strong communication skills.
- Perform other related tasks as assigned.
What We Look For in a Candidate
- Ability to appreciate the customer’s perspective by showing empathy, patience, and treating a customer the way they would expect to be treated.
- Ability to multi-task, work independently, and make accurate decisions with a sense of urgency.
- Interpersonal skills: Ability to read the needs of the customer and adjust behaviors to maximize service in a written environment.
- Insightful product knowledge to provide appropriate service and information on products/services.
- Possess advanced customer relations skills, including active listening, empathy, conflict resolution, and organized problem-solving skills.
- The ideal candidate possesses the ability to work in both CRIS and Ensemble, including their related systems.
- Understand and professionally communicate customer inquiry procedures and policies to customers.
- Highly proficient writing skills, including spelling, grammar, punctuation, etc.
Preferred Qualifications:
- Prior experience in a customer-facing environment
- Six or more months of customer service experience using Consumer Ordering and Billing systems
- Quality oral and written communications skills
- Strong customer focus
- Excellent punctuality and work attendance history
- Proficient in multi-tasking within several computer applications and databases
- Ability to handle high-volume customer contacts in a structured environment.
- Available to work Monday through Friday, occasional overtime, and some Holidays.
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 #: 329530
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, 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
33300
74400
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.
