by Chris Durst April 12, 2023
Lumen, an American telecommunications company, has posted openings for Work from Home Customer Care Specialists.
The salary range is $33,300 – $74,400/yr. The position is also eligible for short-term incentives or sales compensation.
Applicants must live in the US. No state hiring exclusions are mentioned.
No college required.
Lumen’s benefits package includes “Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing.”
In this role, you would “address internal and external customer’s basic to more complex questions such as billing inquires, order status, and validate services and dependencies of order requests.”
Here’s what the company has posted about the openings:
The Role
Provide general written/verbal customer support for internal and external Lumen customers with single contact resolution.
The Main Responsibilities
- Address internal and external customer’s basic to more complex questions such as billing inquires, order status, and validate services and dependencies of order requests.
- Collaborate with key stakeholders such as Order Entry, CCMs, Account Team, Billing and Provisioning to provide best customer experience.
- Utilize current systems to properly authenticate customer.
- Solve complex customer issues by using provided systems and resources.
- Provide technical support and navigation assistance of Lumen’s customer portal.
- Validate customer request type to create Move Add Change order requests for customer.
- And other duties as assigned.
- Identify system inconsistencies and make recommendation on fixes or improvements.
Behavioral & Technical:
- Provide best in class customer experience utilizing strong written and verbal communication skills. focused on resolving the customer’s concern at 1st point of contact.
- Identify and document root cause of customer’s issue using active listening and strategic questions
- Provide recommendations related to process improvement or opportunities.
- Subject matter expert to peers.
- Ability to interact professionally with peer departments and leverage them to improve customer experience.
What We Look For in a Candidate
- High School diploma, GED or equivalent
- 1 to 3 years of contact center experience
- Strong computer skills with MS Office experience and the ability to navigate multiple systems at once
- Strong written/verbal communication experience
- Strong Customer Service skills
Preferred Qualifications:
- Knowledge of telecommunications/technology industry
What to Expect Next
Requisition #: 327067
When applying for a position, you may be subject to a background screen (criminal records check, motor vehicle report, and/or drug screen), depending on the requirements for the position. More information on what’s included in these checks can be found in the Post Offer section of our FAQ page. Job-related concerns noted in the background screen may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.
This position is part of a bargaining unit and represented by a union. Depending upon the applicable collective bargaining agreement under which you may be hired, you may be: (a) required to join the union and pay union dues as a condition of employment; or, (b) required to pay union dues, but not join the union as a condition of employment; or (c) free to chose whether or not to join the union, but if you do join the union you would be obligated to pay union dues.
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