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 t