Customer Care Manager III

2 days ago

Seattle, Washington, United States Lumen Full time
About Lumen

Lumen is a leading provider of communication and technology solutions. We connect people, data, and applications, enabling businesses to thrive in a rapidly changing world.

Our commitment to innovation, customer satisfaction, and employee well-being sets us apart. We're proud to be recognized as a top employer in the communications and telecom industry, ranking 12th overall in The American Opportunity Index.

The Role

We're seeking a highly skilled Customer Care Manager III to join our team. As a single point of contact for a group of assigned customer accounts, you'll be responsible for managing interactions from order entry to billing, ensuring the highest levels of customer satisfaction.

Key Responsibilities:

  • Partner with sales and service delivery teams 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.
  • Proactively manage customer service needs to ensure the highest levels of customer satisfaction.
  • Meet learning, development, and personal growth objectives to provide a superior customer experience.
  • Partner with sales and service delivery to resolve order exceptions throughout the delivery lifecycle.
What We Look For in a Candidate

We're looking for a highly motivated and experienced professional with:

  • Bachelor's Degree or 5+ years of related experience.
  • Excellent customer service, problem-solving, and analytical skills.
  • Strong verbal, written, and interpersonal communication skills.
  • Collaboration skills and ability to work in a team environment.
  • Self-starter with ability to multi-task and stay focused in a high-paced environment.
  • Ability to learn and adhere to customer care policies, processes, and principles.
  • Proficient understanding of Lumen products and services.
Preferred Qualifications

We also welcome candidates with:

  • Understanding of technical products and services.
  • Formal project management experience.
  • Knowledge of order process and technical side of provisioning.
  • 3+ years of telecommunications/technology experience.
Compensation

The starting salary for this role varies based on location. Employees typically do not start at the top of the range, and compensation depends on individual qualifications.

Location-based pay ranges are as follows:

$54,150 - $72,200 in AR, ID, KY, LA, ME, MS, NE, SC, and SD.

$56,900 - $76,000 in AZ, AL, FL, GA, IN, IA, KS, MO, MT, NM, ND, OH, OK, PA, TN, UT, VT, WV, WI, and WY.

$59,850 - $79,800 in CO, HI, MI, MN, NV, NH, NC, OR, and RI.

$62,700 - $83,600 in AK, CA, CT, DE, DC, IL, MD, MA, NJ, NY, TX, VA, and WA.

As with the pay range variety based on region, specific offers are determined by various factors such as experience, education, skills, certifications, and other business needs.

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