About LumenLumen 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 RoleThe Customer Care Specialist I is an entry level position that involves providing general written and verbal customer support for both internal and external Lumen customers with single contact resolution.The Main Responsibilities
Answer high volume inbound calls, chats, and emails from Enterprise customers.
Responsible for providing service level of 80% to the customers
Face to approximately 1300 customers a dayfocusing on delivering an exceptional Customer Experience.
Performance managed to adherence, CSAT, Quality, and Retention.
Actively discuss products and services and creating leads to the retention and indirect Teams.
Adhere to daily schedules, always remaining available to inbound calls (nonflexible).
Address internal and external customer questions such as billing inquiries or disputes, order status, and validate services and dependencies of order requests.
Collaborate with key stakeholders such as Order Entry, Customer Care Managers, Account Team, Customer Success Executives and Consultants, Billing and Provisioning to provide best customer experience.
Utilize systems to properly authenticate customer and look for retention opportunity.
Solve complex customer issues by using systems and resources
Provide support and navigation assistance of Lumen’s customer portal.
Validate customer request type to create Move Add Change order requests for customer.
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.
Other duties as assigned.
Available work schedule of 10a-7p or 11a - 8p M-F
What We Look For in a Candidate
High School diploma or GED or equivalent
1+ 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
CompensationThe 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$31,707 - $39,633 in these states: AR ID KY LA ME MS NE SC SD$33,300 - $41,775 in these states: AL AZ FL GA IA IN KS MO MT ND NM OH OK PA TN UT VT WI WV WY$35,044 - $43,805 in these states: CO HI MI MN NC NH NV OR RI$36,713 - $45,891 in these states: AK CA CT DC DE IL MA MD NJ NY TX VA WAAs 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 NextBased 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 #: 332571Background ScreeningIf 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 OpportunitiesWe 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.DisclaimerThe 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 RangeSalary Min :31707Salary Max :45891This 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.
