Customer Care Specialist II

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

Provide general written/verbal customer support for internal and external Lumen customers with single contact resolution.

The Main Responsibilities

Address internal and external customer’s basic to more complex questions such as billing inquires, order status, and validate services and dependencies of order requests.

Collaborate with key stakeholders such as Order Entry, CCMs, Account Team, Billing and Provisioning to provide best customer experience.

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.

And other duties as assigned.

Identify system inconsistencies and make recommendation on fixes or improvements.

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 or opportunities.

Subject matter expert to peers.

Ability to interact professionally with peer departments and leverage them to improve customer experience.

What We Look For in a Candidate

High School diploma, GED or equivalent

1 to 3 years of contact center experience

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:

Knowledge of telecommunications/technology industry

Legal Statements

Compensation

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

Location Based Pay Ranges

$35,269 – $47,025 in these states: AR ID KY LA ME MS NE SC SD

$37,000 – $49,500 in these states: AL AZ FL GA IA IN KS MO MT ND NM OH OK PA TN UT VT WI WV WY

$38,982 – $51,975 in these states: CO HI MI MN NC NH NV OR RI

$40,838 – $54,450 in these states: AK CA CT DC DE IL MA MD NJ NY TX VA WA

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

Requisition #: 335535

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 :

35269

Salary Max :

54450

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) Were 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)

Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.

Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.

Application Deadline

10/19/2024