Customer Service Associate I

2 weeks ago

Fayetteville, Arkansas, United States Lumen Technologies Australia Pty Full time

Customer Care Specialist I

About Lumen Technologies

Lumen Technologies is driven by the conviction that technology enhances the way we live and work. With an extensive network of fiber routes, we provide secure and rapid global platforms for applications and data, empowering businesses, governments, and communities to deliver exceptional experiences.

Position Overview

The Customer Care Specialist I role is an entry-level opportunity focused on delivering comprehensive written and verbal support to both internal and external customers, ensuring single-contact resolution for inquiries.

Key Responsibilities

  1. Respond to basic inquiries from customers regarding billing, order status, and service validation.
  2. Collaborate with essential teams, including Order Entry, Customer Care Managers, and Billing, to enhance the customer experience.
  3. Utilize existing systems to authenticate customer identities effectively.
  4. Resolve complex customer issues by leveraging available systems and resources.
  5. Provide technical assistance and guidance on navigating the customer portal.
  6. Assess customer requests to create Move Add Change orders.
  7. Deliver a superior customer experience through effective communication skills, aiming for resolution at the first point of contact.
  8. Identify and document the root causes of customer issues using active listening and strategic questioning.
  9. Perform additional duties as assigned.

Candidate Profile

Required Qualifications:

  • High School diploma or GED or equivalent.
  • Minimum of 1 year of experience in a contact center environment.
  • Proficient computer skills, including experience with MS Office and the ability to navigate multiple systems simultaneously.
  • Strong written and verbal communication skills.
  • Exceptional customer service abilities.

Preferred Qualifications:

  • Familiarity with the telecommunications or technology sector.

Equal Employment Opportunity Statement

Lumen Technologies is committed to providing equal employment opportunities to all individuals, regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristics, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or any other legally protected status.

Disclaimer

The information provided in this job description is intended to convey the general nature and level of work performed by employees in this classification. It is not designed to be an exhaustive list of all duties, responsibilities, and qualifications required of employees assigned to this position. Job responsibilities may change based on evolving business needs.

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