Customer Account Manager

21 hours ago

Albany, New York, United States Lumen Inc Full time
About Lumen

Lumen is a leading provider of communication and technology solutions. We connect people, data, and applications, enabling businesses to grow and thrive. Our commitment to innovation, customer satisfaction, and employee well-being sets us apart.

The Role

We are seeking a skilled Customer Account Manager to serve as a single point of contact for a group of assigned Federal customer accounts. This role requires strong communication and problem-solving skills, as well as the ability to manage multiple priorities and deadlines.

Main Responsibilities
  • Partner with sales and service delivery teams to understand customer needs and implement solutions.
  • Provide critical date management and escalation support to meet committed delivery objectives.
  • Validate order details for sold services and follow established protocols for submitting orders to Order entry and provisioning.
  • Respond to customer and service delivery inquiries in a timely and professional manner.
  • Proactively manage customer service needs to ensure high levels of customer satisfaction.
  • Meet learning, development, and personal growth objectives to provide a superior customer experience.
  • Collaborate with sales and service delivery teams to resolve order exceptions throughout the delivery lifecycle.
Requirements
  • Bachelor's Degree or 5+ years of related experience.
  • Strong customer service, problem-solving, and analytical skills.
  • Excellent verbal, written, and interpersonal communication skills.
  • Collaboration skills and ability to work in a team environment.
  • Ability to pass GSA security clearance background check.
  • Ability to multitask and stay focused in a fast-paced environment.
  • Ability to learn and adhere to customer care policies, processes, and principles.
  • Proficient understanding of Lumen products and services.
Preferred Qualifications
  • Understanding of technical products and services.
  • Formal project management experience.
  • Knowledge of order process and technical side of provisioning process.
  • 3+ years of telecommunications/technology experience.
Compensation

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

Location-based pay ranges are as follows:

  • $72,200 in AR, ID, KY, LA, ME, MS, NE, SC, and SD.
  • $76,000 in AZ, AL, FL, GA, IN, IA, KS, MO, MT, NM, ND, OH, OK, PA, TN, UT, VT, WV, WI, and WY.
  • $79,800 in CO, HI, MI, MN, NV, NH, NC, OR, and RI.
  • $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.

What to Expect Next

Based on your job application information, you may be given the opportunity to complete a video interview immediately after applying. This will include a set of questions for you to record a response to, in addition to Game Challenges. Completion of this video interview is a requirement to be considered for our open position.

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.

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.

This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive.

We offer a comprehensive benefits package, including Health, Life, Voluntary Lifestyle, and other benefits and perks that enhance your physical, mental, emotional, and financial well-being.

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.

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