Customer Engagement Associate II
4 weeks ago
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- This is a customer facing position
- The Customer Engagement Associate II provides service to assigned territories within a dedicated region within the Public Sector organization
- Responsibility includes Moves, Adds and Changes of existing customers and accounts while contributing to the sales and field operations goals and objectives. Additional responsibilities may include assisting customer with service migrations and disconnects
- Managing the account strategy within the Public Sector account base for moves, adds and changes (MAC). This position will facilitate all required duties and tasks necessary to deliver a positive customer experience using existing tools and resources. Responsible to manage workload via cases and updates within This position is the primary point of contact for the customer during the Ordering phase of the customer lifecycle.
- Carefully monitor and track orders through to completion
- Own the MAC and new order activity for multiple Lumen services from quote to completion
- Proactive Communication – Communication to customer and internal stakeholders, with introduction and timelines within defined SLAs
- Cross Functional Communication - Work closely with eco teams i.e., Order Packaging Desk (OPD)/Order Entry (OE)/Service Delivery and Customer Care; for large projects, this position will work with Sales Support Associate and Sales
- Opportunity and Funnel Management
- Manage case and opportunity through the various stages in Salesforce and update comments real time
- Manage the opportunity through the various stages in Salesforce and update comments real time
- Opportunity values needs to be accurate based on MAC activity
- Quoting Process - Any case which requires a new build will require the submission into the Capital Approval Tool (CAT) /Capital Approval Request (CAR) tool
- Site Surveys – Overlay support for these opportunities
- Dictated by the contract if no fiber on the contract–
- Design Service Request (DSR) will need to be submitted
- All Metro Ethernet Orders (MOE) require a DSR
- Mailbox Management – Certain customers require dedicated mailboxes and these mailboxes have to be managed
- Minimum 3 years experience in Sales and Systems for all Legacy Organizations
- Knowledge of order processing and completion
- Proficiency in Microsoft Outlook, Word, Excel, and PowerPoint
- Positive Attitude
- Customer facing attitude
- Receptive and open to change
- Accountability and ownership
- Collaboration with cross functional teams
- Proactive communication
- Sense of urgency
- Strong organizational skills
- Ability to prioritize and work in a fast-paced environment
The starting salary for this role differs based on the employee's primary work location. Employees typically do not start at the top of the range, though compensation depends on each individual's qualifications.
Location Based Pay Ranges
$ $61750 in these states: AR, ID, KY, LA, ME, MS, NE, SC, and SD.
$ $65000 in these states: AZ, AL, FL, GA, IN, IA, KS, MO, MT, NM, ND, OH, OK, PA, TN, UT, VT, WV, WI, and WY.
$ $68250 in these states: CO, HI, MI, MN, NV, NH, NC, OR, and RI.
$ $71500 in these states: AK, CA, CT, DE, DC, IL, MD, MA, NJ, NY, TX, VA, and WA.
As with the pay range variety that's based on the region of a country, specific offers are determined by various factors such as experience, education, skills, certifications and other business needs.
Requisition #: 333567
Background Screening
If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page. Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Equal Employment Opportunities
We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, "protected statuses"). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.
Disclaimer
The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.
Salary RangeSalary Min :46313
Salary Max :71500
This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual experience, qualifications and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss with us as you move through the selection process.
-
Customer Engagement Advocate II
4 weeks ago
Remote, Oregon, United States Lumen Full timeAbout LumenLumen 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...
-
Customer Engagement Advocate II
1 month ago
Remote, Oregon, United States Lumen Full timeAbout LumenLumen 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...
-
Customer Engagement Advocate II
4 weeks ago
Remote, Oregon, United States Lumen Full timeAbout LumenLumen 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...
-
Customer Engagement Advocate II
4 weeks ago
Remote, Oregon, United States Lumen Full timeAbout LumenLumen 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...
-
Customer Engagement Advocate II
1 month ago
Remote, Oregon, United States Lumen Full timeAbout LumenLumen 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...
-
Customer Experience Associate II
1 month ago
Remote, Oregon, United States Conduent State & Local Solutions, Inc Full timeThrough our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is...
-
Customer Experience Associate II
4 weeks ago
Remote, Oregon, United States Conduent State & Local Solutions, Inc Full timeThrough our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is...
-
Customer Experience Associate
4 weeks ago
Remote, Oregon, United States The Black Tux Full timeThe Black Tux is reinventing formal wear so people can show up at their best on the days that matter most. We design and manufacture modern rental suits and tuxedos that actually fit—made of 100% wool, ordered online, and delivered for free. We are seeking an experienced Customer Experience Associate to join our awesome team of work-from-home, customer...
-
Customer Experience Associate
1 month ago
Remote, Oregon, United States The Black Tux Full timeThe Black Tux is reinventing formal wear so people can show up at their best on the days that matter most. We design and manufacture modern rental suits and tuxedos that actually fit—made of 100% wool, ordered online, and delivered for free. We are seeking an experienced Customer Experience Associate to join our awesome team of work-from-home, customer...
-
VP of Customer Engagement, SaaS, Remote
1 month ago
Remote, Oregon, United States Vectorworks Full timeOverviewAre you passionate about crafting innovative programs to enhance the customer experience? Do you thrive on analyzing data to uncover insights and drive targeted retention campaigns in a fast-paced SaaS environment? Are you looking to collaborating cross-functionally with sales, customer success, and marketing teams to revolutionize customer...
-
Bilingual Customer Experience Associate II
4 weeks ago
Remote, Oregon, United States CONDUENT Full timeAbout Conduent: Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments – creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where...
-
Bilingual Customer Experience Associate II
1 month ago
Remote, Oregon, United States CONDUENT Full timeAbout Conduent: Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments – creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where...
-
Customer Success/Engagement Manager
2 months ago
Remote, Oregon, United States Bitwarden Full timeBitwarden empowers enterprises, developers, and individuals to securely store and share sensitive information. With a trusted, open-source approach to password management, secrets management, and passwordless and passkey innovations, Bitwarden makes it easy for users to extend robust security practices across all online activities. Founded in 2016 with...
-
Customer Success Advocate II
1 month ago
Remote, Oregon, United States Lumen Full timeAbout LumenLumen 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...
-
Customer Success Advocate II
4 weeks ago
Remote, Oregon, United States Lumen Full timeAbout LumenLumen 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...
-
Engagement Manager
4 weeks ago
Remote, Oregon, United States Kong Full timeIf you don't think you meet all of the criteria below but are still interested in the job, please apply. Nobody checks every box - we're looking for candidates that are particularly strong in a few areas, and have some interest and capabilities in others.About the role:We are looking for an Engagement Manager to join the growing Professional Services team at...
-
Engagement Manager
1 month ago
Remote, Oregon, United States Kong Full timeIf you don't think you meet all of the criteria below but are still interested in the job, please apply. Nobody checks every box - we're looking for candidates that are particularly strong in a few areas, and have some interest and capabilities in others.About the role:We are looking for an Engagement Manager to join the growing Professional Services team at...
-
Customer Success Advocate II
4 weeks ago
Remote, Oregon, United States Lumen Full timeAbout LumenLumen 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...
-
Customer Success Advocate II
4 weeks ago
Remote, Oregon, United States Lumen Full timeAbout LumenLumen 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...
-
Customer Success Advocate II
4 weeks ago
Remote, Oregon, United States Lumen Full timeAbout LumenLumen 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...
