Customer Engagement Shared Services Associate II

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.
•    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.
•    Elevated KPI expectations over the CEA I position.
•    Mentor/Training/Coaching Expectations: Participate in active mentorship for new hires and/or select Customer Engagement Advocates. Training opportunities will be presented to advance presentation and growth for both the individual and team members.

•    Developing peer-to-peer leadership behaviors.
 

What We Look For in a Candidate

• Experience: 3+ years customer success or account management experience.
• Education Level: Bachelor's Degree or equivalent work experience.
• Team Player: Ability to work effectively in a team-oriented environment.

• Excellent communication and interpersonal skills with the ability to build relationships within customer accounts.
• Ability to proactively solve problems, make decisions on issue resolution while effectively negotiating directly with the customer and internally on their behalf.
• Experience working with and supporting enterprise customers, evaluating, and responding to needs with empathy and integrity.
• A high level of accuracy and attention to detail with good organizational capabilities.
• Ability to interpret customer data points and insights, prioritize and respond accordingly.
• Prioritize and manage multiple workstreams and task lists with strong time management skills.