Customer Care Manager III

2 days ago

Lincoln, Nebraska, 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 across all industries 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.
Compensation

The starting salary for this role varies based on the employee's primary work location. Compensation depends on individual qualifications and experience.

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 the region of a country, specific offers are determined by various factors such as experience, education, skills, certifications, and other business needs.

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