Customer Care Manager III

**About Lumen**

Lumen connects the world. We are igniting business growth by connecting people, data and applications - quickly, securely, and effortlessly. Together, we are building a culture and company from the people up - committed to teamwork, trust and transparency. People power progress.

Lumen's commitment to workplace inclusion and employee support shines bright. We've made the Newsweek 2024 Greatest Workplaces for Diversity list and achieved a perfect score of 100 on the Human Rights Campaign Corporate Equality Index (CEI) for the fifth consecutive year. Plus, we're the top employer in the communications and telecom industry, ranking 12th overall across all industries in The American Opportunity Index.

We're looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.

**The Role**

Acts as a single point of contact for a group of assigned customer accounts which typically have a medium to large revenue scope or have moderate to high complex 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.

**Location and Schedule**

This role is Work from Home and can be based anywhere in the United States.

Hours are generally Monday through Friday, 8:00 a.m. to 5:00 p.m. Eastern Time.

**The Main Responsibilities**

+ 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.

+ Meet learning, development and personal growth objectives to provide a superior customer experience.

+ Partner with sales and service delivery to resolve order exceptions throughout the delivery lifecycle

**What We Look For in a Candidate**

**Required:**

+ Bachelor's Degree or equivalent experience

+ Customer service, problem solving and analytical skills

+ Excellent verbal, written and interpersonal communication skills

+ Collaboration skills and use a team approach to accomplishing work

+ Self-starter

+ Ability to multi-task

+ Ability to stay focused in high paced stressful working environment.

+ Ability to learn and adhere to customer care policies, processes, and principles

+ Ability to maintain a proficient understanding of Lumen products and services.

+ Have a working knowledge of the implementation workflow

+ Must be able to pass a Federal GSA background check

**Preferred:**

+ Understanding of technical products and services

+ Formal project management experience

+ Knowledge of order process and technical side of the provisioning process

+ 3+ years of telecommunications/technology experience.

**Compensation**

The starting salary for this role differs based on the employee's primary work location. Employees typically do not start at the top of the range, though compensation depends on each individual's qualifications.

**Location Based Pay Ranges**

**$54150 - $72200**

in these states: AR, ID, KY, LA, ME, MS, NE, SC, and SD.

**$56900 - $76000**

in these states: AZ, AL, FL, GA, IN, IA, KS, MO, MT, NM, ND, OH, OK, PA, TN, UT, VT, WV, WI, and WY.

**$59850 - $79800**

in these states: CO, HI, MI, MN, NV, NH, NC, OR, and RI.

**$62700 - $83600**

in these states: AK, CA, CT, DE, DC, IL, MD, MA, NJ, NY, TX, VA, and WA.

As with the pay range variety that's based on the region of a country, specific offers are determined by various factors such as experience, education, skills, certifications and other business needs.

**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 #: 333696

**Background Screening**

If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page (https://jobs.lumen.com/global/en/faq) . Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

**Equal Employment Opportunities**

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, gender expression, 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.

**Disclaimer**

The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.

**Salary Range**

**Salary Min :**

54150

**Salary Max :**

83600

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.