Customer Engagement Shared Svcs Assoc I

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.

 

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

Overview We are seeking a dedicated and proactive Customer Engagement Associate to join our dynamic team. The ideal candidate will manage inbound requests from various internal and external customers, ensuring a seamless experience throughout the entire customer lifecycle. This role is critical in maintaining customer satisfaction, retention, and overall success.

The Main Responsibilities

•    Manage Inbound Requests in high volume: Efficiently handle and resolve inbound requests from customers and internal teams via CTA’s, phone, email, and chat.
•    Manage Inbound Requests in high volume: Efficiently handle and resolve inbound requests from customers and internal teams via CTA’s, phone, email, and chat.
•    Customer Negotiations: Quote preparation and customer presentations to facilitate and process, Customer Bill Reviews, Move, Adds, and Changes.
•    Customer Training: Conduct self-serve training sessions and provide resources to help customers maximize the use of our products and services.
•    Customer Onboarding: Lead new customers through the onboarding process, ensuring all steps are clearly communicated and completed in a timely manner.
•    Conduct First Bill Review with Customers to verify accuracy and submit requests to internal billing groups for any discrepancies as early in the process as possible.
•    Account Management: Maintain regular communication with customers to ensure their ongoing satisfaction and address any concerns.
•    Issue Resolution: Troubleshoot and resolve customer issues promptly, escalating complex situations to the appropriate teams as necessary.
•    Customer Feedback: Collect and analyze customer feedback to identify areas for improvement and work with cross-functional teams to implement changes.
•    Documentation: Maintain accurate and detailed records of customer interactions, opportunities, issues, and resolutions in the CRM system.
•    Collaboration: Work closely with sales, product, CS peer partners, service delivery, and support teams to ensure a unified approach to customer success.
•    Performance Metrics: Track and report on objective key results (OKRs) related to customer success and satisfaction.
•    Customer Escalation Assistance: Assist in resolving escalation situations through various phases of the customer lifecycle.
•    Complete all required training activities in a timely manner without additional follow-up.
•    Complete proactive nurturing touchpoints with customers with current, anticipated, or recent negative interaction with Lumen to sustain and correct for a long-lasting relationship between customers and Lumen.
•    Monthly KPI expectations 

What We Look For in a Candidate

• Experience: Minimum of 2 years in customer success, account management, or related role.
• Education: Bachelor’s degree in business, communications, or a related field preferred.
• Communication Skills: Excellent verbal and written communication skills.
• Problem-Solving: Strong analytical and problem-solving abilities.
• Customer Focus: Passion for delivering exceptional customer service and driving customer success.
• Technical Proficiency: Comfortable using CRM systems and other customer management tools.
• Team Player: Ability to work effectively in a team-oriented environment.

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

$46,800.00 - $62,500.00 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  
$49,219.00 - $65,625.00 in these states: CO  HI  MI  MN  NC  NH  N