Customer Care Manager III

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.

• 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

Required:

• Bachelor's Degree or 5+ 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
• 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

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.

In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

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.

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.