Customer Care Specialist I

4 weeks ago

Carson City, Nevada, United States Lumen Full time

About Lumen

Lumen is a leading provider of digital infrastructure solutions, connecting people, data, and applications across the globe. Our mission is to ignite business growth by delivering fast, secure, and effortless connectivity.

We're committed to building a culture of teamwork, trust, and transparency, where everyone has the opportunity to thrive and make a lasting impact. Our commitment to workplace inclusion and employee support is evident in our recognition as one of the greatest workplaces for diversity and our perfect score on the Human Rights Campaign Corporate Equality Index.

We're seeking a talented Customer Care Specialist I to join our team, providing exceptional written and verbal customer support for internal and external customers. As a key member of our customer experience team, you'll be responsible for delivering a high level of service, resolving customer issues efficiently, and promoting our products and services.

The Role

The Customer Care Specialist I is an entry-level position that involves providing general written and verbal customer support for both internal and external Lumen customers with single contact resolution. Key responsibilities include:

  • Answering inbound calls, chats, and emails from Enterprise customers
  • Providing service level of 80% to customers
  • Facing approximately 1300 customers a day, focusing on delivering an exceptional customer experience
  • Performance managed to adherence, CSAT, Quality, and Retention
  • Actively discussing products and services and creating leads to the retention and indirect teams
  • Adhering to daily schedules, always remaining available to inbound calls (non-flexible)
  • Addressing internal and external customer questions such as billing inquiries or disputes, order status, and validating services and dependencies of order requests
  • Collaborating with key stakeholders such as Order Entry, Customer Care Managers, Account Team, Customer Success Executives and Consultants, Billing and Provisioning to provide best customer experience
  • Utilizing systems to properly authenticate customer and look for retention opportunity
  • Solving complex customer issues by using systems and resources
  • Providing support and navigation assistance of Lumen's customer portal
  • Validating customer request type to create Move Add Change order requests for customer
  • Providing best-in-class customer experience utilizing strong written and verbal communication skills focused on resolving the customer's concern at 1st point of contact
  • Identifying and documenting root cause of customer's issue using active listening and strategic questions
  • Other duties as assigned

What We Look For in a Candidate

We're looking for a highly motivated and customer-focused individual with:

  • High School diploma or GED or equivalent
  • 1+ years of contact center experience
  • Strong computer skills with MS Office experience and the ability to navigate multiple systems at once
  • Strong written/verbal communication experience
  • Strong Customer Service skills

Compensation

The starting salary for this role differs based on the employee's primary work location. Employees typically do not start at the top of the range, though compensation depends on each individual's qualifications.

Location-Based Pay Ranges

$31,707 - $42,275 in these states: AR, ID, KY, LA, ME, MS, NE, SC, and SD.

$33,300 - $44,500 in these states: AZ, AL, FL, GA, IN, IA, KS, MO, MT, NM, ND, OH, OK, PA, TN, UT, VT, WV, WI, and WY.

$35,044 - $46,725 in these states: CO, HI, MI, MN, NV, NH, NC, OR, and RI.

$36,713 - $48,950 in these states: AK, CA, CT, DE, DC, IL, MD, MA, NJ, NY, TX, VA, and WA.

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

Background Screening

If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page.

Equal Employment Opportunities

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status.

Disclaimer

The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.

Salary Range

Salary Min : 31707

Salary Max : 48950

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.

This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information here.

As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking here.

Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses.

Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.

Application Deadline

10/21/2024

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