Customer Technology Coordinator

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

The Customer Technology Coordinator position involves providing general written and verbal support for Lumen customers and partners, aiming for single contact resolution. This role includes supporting the Learn Buy experience and Enterprise Portal through timely and accurate communications in every interaction.

Working Location

This position has been designated as fully remote in the U.S.

The Main Responsibilities

• Provides quoting support through Digital Experience.
• Provide technical support and navigation assistance of Lumen’s customer portal.
• Coordinate and respond to large volumes of in-bound chats, calls, cases, orders, or tickets.
• Provide accurate, valid, and complete information by using the right methods and tools.
• This position is responsible for a good quoting and Portal experience; providing quick solutions to prevent customer escalations.
• Utilize current systems to properly authenticate customer and solve customer issues.
• Identify and assess customers’ needs to achieve satisfaction.
• Build trust with customers through open and interactive communication using active listening and strategic questions.
• Meet personal and team goals.
• Provides timely status updates on tickets and cases, system jeopardies or defect issues.
• Responsible for developing comprehensive understanding of sales, customer, and partner quoting systems.
• Keep accurate records of all customer interactions.
• Follow communication procedures, guidelines, and policies.

What We Look For in a Candidate

• High School diploma or GED or equivalent
• 1 to 5 years of experience or relevant experience
• Strong computer skills with MS Office experience and the ability to multi-task, prioritize, and manage time effectively.
• Strong written and verbal communication experience
• Strong chat and call handling with active listening skills
• Familiarity with live Chat, CRM, Quoting, and Portal systems and practices.
• Ability to type a minimum of 40 words per minute.

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:

$40,500 - $53,500 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, and WY.
$42,132 - $56,175 in these states: CO, HI, MI, MN, NC, NH, NV, OR, and RI.
$44,138 - $58,850 in these states: AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, and 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

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