Customer Care Manager I (Ops Academy) - Tulsa, OK
Company: Lumen
Location: Tulsa
Posted on: June 23, 2022
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Job Description:
About Lumen
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 news.lumen.com,
LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook:
/lumentechnologies, Instagram: @lumentechnologies and YouTube:
/lumentechnologies.The RoleLumen 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
organizationsThe Main ResponsibilitiesEssential 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 CandidateBasic
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 customWhat to Expect NextRequisition #: 299631EEO
Statement
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.Disclaimer
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.
-Salary RangeSalary Min : 36450Salary Max : 81000This 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 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
Note: For union-represented postings, wage rates and ranges are
governed by applicable collective bargaining agreement
provisions.Salary RangeSalary Min : 36450Salary Max : 81000This
information reflects the base salary pay range for this job based
on current national market data. Ranges may vary based on the job's
location. We offer competitive pay that varies based on individual
experience, qualifications and other relevant factors. We encourage
you to apply to positions that you are interested in and for which
you believe you are qualified. To learn more, you are welcome to
discuss with us as you move through the selection process.
Keywords: Lumen, Tulsa , Customer Care Manager I (Ops Academy) - Tulsa, OK, Executive , Tulsa, Oklahoma
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