Customer Service Manager II

20 hours ago


Charlotte, North Carolina, United States Lumen Technologies Australia Pty Full time
About the Role

Lumen Technologies Australia Pty is seeking a highly skilled Customer Service Manager II to join our team. As a key member of our customer service team, you will be responsible for providing exceptional customer care support to our clients.

Key Responsibilities
  • Act as the single point of contact for multiple customer accounts, providing highly skilled customer care support and ensuring the highest levels of customer satisfaction.
  • Proactively manage customer service needs, coordinating research and resolution of exception problem management, order entry, order validation, service activation, test and turn-up, customer access group, technical customer account management, disconnects and billing activities.
  • Take ownership of customer requests, ensuring complete and accurate resolution.
  • Manage all customer communications or escalations pertaining to new install orders, providing order status and driving timely resolution on behalf of the customer.
  • Actively manage all service activation elements of customer orders from order entry through service turn up.
  • Communicate order status to customers via conference calls, emails and phone calls.
  • Address customer requests, complaints and issues regarding their service order and delivery in a timely manner.
  • Assist with escalations pertaining to a new customer install or disconnect, providing customer order status and/or related issues and driving timely resolution on behalf of the customer.
  • Initiate and track the timely and accurate moves, adds, changes and disconnects to the customers services based on their requests.
Requirements
  • Associates Degree or equivalent education and experience.
  • 5-7 Years related experience or equivalent.
  • Minimum skills required to perform in this role.
  • Relevant job experience in similar industry.


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