Lead Customer Care Manager

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.

The Main Responsibilities

• Provide top level escalation support for Leadership.

• Support management team members when needed.

• Anticipate and proactively address opportunities or potential problems.

• Act as single point of contact for advanced level implementation lifecycle management on a group of assigned customer accounts.

• Act as s SME for key products and implementation processes.

• Act as a support resource for implementation of advanced solution-based product and services.

• Produce best practice documentation to facilitate effective and efficient WIP management.

• Collaborate across organizational boundaries to identify and correct process gaps.

• 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.

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

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

• Ability to maintain a positive outlook and lead teams through change.

• Ability to perform as a leader.

• Applies expertise and judgement to reach good decisions.

• Approaches work with a continuous improvement mindset.

• Ability to learn and adhere to customer care policies, processes, and principles.

• Ability to maintain an advanced level understanding of products and services.

• Have a working knowledge of the implementation workflow.

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

What We Look For in a Candidate

• Provide top level escalation support for Leadership.

• Support management team members when needed.

• Anticipate and proactively address opportunities or potential problems.

• Act as single point of contact for advanced level implementation lifecycle management on a group of assigned customer accounts.

• Act as s SME for key products and implementation processes.

• Act as a support resource for implementation of advanced solution-based product and services.

• Produce best practice documentation to facilitate effective and efficient WIP management.

• Collaborate across organizational boundaries to identify and correct process gaps.

• 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.

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

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

• Ability to maintain a positive outlook and lead teams through change.

• Ability to perform as a leader.

• Applies expertise and judgement to reach good decisions.

• Approaches work with a continuous improvement mindset.

• Ability to learn and adhere to customer care policies, processes, and principles.

• Ability to maintain an advanced level understanding of products and services.

• Have a working knowledge of the implementation workflow.

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

Compensation

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.

Location Based Pay Ranges

$72,300 - $96,500 in these states: AL AR AZ FL GA IA ID IN KS KY LA ME MO MS MT ND NE NM OH OK PA SC SD TN UT VT WI WV WY

$75,994 - $101,325 in these states: CO HI MI MN NC NH NV OR RI

$79,613 - $106,150 in these states: AK CA CT DC DE IL MA MD NJ NY TX VA WA

Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process.

Learn more about Lumen's:

Benefits (~~~)

Bonus Structure

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 #: 335934

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 (~~~) . 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.

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.

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.

Application Deadline

01/14/2025