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Customer Care Manager I (Ops Academy) - Broomfield, CO

Company: Lumen
Location: Huntington
Posted on: June 24, 2022

Job Description:


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, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.


Lumen is seeking early-career or second-career self-starters who are self-motivated with high technical aptitude and an interest in a Network and Telecomm Customer Support role. You will participate in a robust 6-week training program to jump-start and enable your success in this role. This rigorous program is designed to develop tech-savvy individuals in the areas of network operations, IP, and customer care where you will learn about our technology, networks, products, processes, and customer service best practices. Customer Care Mgr 1 is an entry level position within the North America Operations organization.

Acts as the single point of contact and provides highly skilled customer service for multiple customer accounts typically small to medium revenue scope or have less complex to moderate product needs. Proactively manages the customer's needs to ensure the highest levels of customer satisfaction and exceeding their expectations. Takes ownership of customer account problems and coordinates the research and resolution 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. Ensures complete and accurate resolution.

- Provides friendly service and maintains positive relationships with all internal and external Customers

- Works in a cooperative spirit to ensure the success of our Company
- Ability to focus and deliver pro-actively in a dynamic, multi-tasking, fast-paced environment
- Demonstrated ability to influence and collaborate across organizational boundaries
- Must demonstrate project management experience in planning and organizing data from various sources into concise, relevant information
- Must have keen attention to detail. Must be self-directed, understand the requirements and take the initiative to complete tasks or assignments with little or no direction
- Demonstrated ability to direct the work of other functional organizations

**The Main Responsibilities**

**Essential Duties:**

- Owns and manages all customer communications or escalations pertaining to new install orders. Provides order status and drives timely resolution on behalf of the customer.

- Actively manages all service activation elements of customer orders from order entry through service delivery.
- Communicates order status to customers via conference call, emails and phone calls.
- Addresses customer requests, complaints and issues regarding their service order and delivery in a timely manner.
- Assists with escalations pertaining to a new customer install or disconnect, providing customer order status and/or related issues and drives timely resolution on behalf of the customer.
- Initiates and tracks the timely and accurate moves, adds, changes and disconnects to the customer's services based on their requests. Which include but is not limited to reason code collection, reporting and defining approach for proactively working with the customer and sales on disconnect related retention efforts.
- May also be provided with a level of authority to provide customer credits related to disconnect retention efforts to be used at their discretion.
- Assists as an escalation point with billing research, billing inquiries and helps identify root cause of billing disputes. Initiates, develops, and manages action plans to correct and prevent the reoccurrence of specific dispute types, and has authority to approve customer credits within established limits.
- Collaborates with customer or portal support team with the on-boarding and re-boarding (as changes occur) of customers within the company portal.
- Provides training to customers to drive consistent use of the company portal. Accountable to ensure that all assigned customers are portal enabled, including owning and directing the process for implementing updates of customer information hierarchies within the company portal.

**What We Look For in a Candidate**

**Basic Qualifications:**

- Bachelor's Degree or minimum 1-2 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
- Experience using Computer Systems and Windows-based applications including word processor, spreadsheet

**Physical Requirements:**

- Office; Sits 5 to 7 hours per day; Bend, reach, stoop and crouch; lift 10 lbs.

**Preferred Qualifications:**

- Experience within the telecommunications industry custom


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.


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.





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.

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

Keywords: Lumen, Huntington , Customer Care Manager I (Ops Academy) - Broomfield, CO, Executive , Huntington, West Virginia

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