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Service Delivery Coordinator

2 months ago

Cheyenne, Wyoming, United States Lumen Inc Full time
About Lumen Inc.

Lumen Inc. is a leading provider of digital infrastructure and solutions, connecting the world and igniting business growth. We are committed to building a culture of teamwork, trust, and transparency, where people power progress.

Our commitment to workplace inclusion and employee support is evident in our recognition as a Newsweek 2024 Greatest Workplaces for Diversity and a perfect score of 100 on the Human Rights Campaign Corporate Equality Index (CEI) for the fifth consecutive year.

We are a top employer in the communications and telecom industry, ranking 12th overall across all industries in The American Opportunity Index.

The Role

The Service Delivery Coordinator (SDC) is a critical role responsible for delivering exceptional customer experiences. As a SDC, you will be the liaison between our company and its current and potential customers, ensuring their needs are met and exceeded.

The successful candidate will be able to accept ownership for effectively solving customer issues, complaints, and inquiries, keeping customer satisfaction at the core of every decision and behavior.

Main Responsibilities
  • Manage large amounts of inbound calls in a timely manner
  • Identify customers' needs, clarify information, research every issue, and provide solutions and/or alternatives
  • Build sustainable relationships and engage customers by taking the extra mile
  • Keep records of all conversations in our call center database in a comprehensible way
  • Meet personal/team qualitative and quantitative targets
  • Strive to maintain a professional attendance record
What We Look For in a Candidate
  • Strong customer service skills and experience with direct customer contact
  • Experience with/knowledge of general billing inquiry and dispute resolution, account resolution, and adjustments
  • Strong communication (oral and written) and problem-solving skills
  • Ability to communicate and follow up with the negotiators and other departments
  • Ability to multi-task in a fast-paced environment
  • Ability to use and navigate a Computer, Microsoft Excel, Word, and Outlook
Preferred Qualifications
  • Billing experience
  • Knowledge of telecom products and services, including traditional Voice, High Speed Internet, Ethernet, IP Voice, Managed Hosting, Private Line, Networking, Contracts, Cloud, and other products and services
  • Self-starter