About LumenLumen connects the world. We are igniting business growth by connecting people, data and applications – quickly, securely, and effortlessly. Together, we are building a culture and company from the people up – committed to teamwork, trust and transparency. People power progress.Lumen’s commitment to workplace inclusion and employee support shines bright. We’ve made the Newsweek 2024 Greatest Workplaces for Diversity list and achieved a perfect score of 100 on the Human Rights Campaign Corporate Equality Index (CEI) for the fifth consecutive year. Plus, we’re the top employer in the communications and telecom industry, ranking 12th overall across all industries in The American Opportunity Index.We’re looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.The RoleThe Customer Solutions Manager on Small business group - Advance Solutions Team supports and manages complex, diverse, and technical projects using defined project management methods and tools. Drives project management activities and deliverables in alignment with the project financial and business objective and enables opportunities to maximize value.For consideration, candidates must have prior sales and/or customer service experience in telecom or related industries.Location and Schedule
This is a Work from Home position available in any US-based location.
Hours of operation are 8:00am – 7:00pm Eastern Time Zone. Actual schedule will be discussed during the interview
Monday through Friday
40 hours a week
The Main Responsibilities
Handles inbound and outbound care and sales calls, offer product solutions accordingly.
Call and disposition Quantum Fiber Leads (resells, notify me, copper to fiber, etc.) to offer product solutions.
Utilizes specialized knowledge and skills to perform unique and/or complex administrative, technical or support tasks.
Responsibilities Include: Sales goal, Quality Assurance /RCC’s, Net Promoter Score, Adherence, AHT, etc.
Exchanges information with customers both internally and externally requiring some interpretation and/or persuasion to ensure proper action.
Perform internal bill reviews on all revenue impacting orders validating services match order and contract; initiate a billing dispute as necessary and negotiate credits directly with customers while representing company’s best interests and working within financial guidelines; provide necessary approval for business decision credits
Validate customer contacts and encourage customer to complete relationship surveys
Assess customer risk (i.e. leverage internal churn score) while offering appropriate customer treatment minimizing churn tendencies
Assist with and refer national (Enterprise/QCC) products to Enterprise department in addition to case creation for handling customer escalations.
What We Look For in a CandidateRequired Qualifications Good Phone Skills Conflict Management/Dispute Resolution Conversation skills/Interpersonal Skills Oral and Written Communication Skills Active Listening PC SkillsPreferred Qualifications Bachelor’s degree in business or Telecommunications preferred. Demonstrated success in telecommunications sales to end-user customers, including strategic and large business customers using relationship management and system sales conceptsCompensationThe 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$51,410 - $68,540 in these states: AR ID KY LA ME MS NE SC SD$54,110 - $72,140 in these states: AL AZ FL GA IA IN KS MO MT ND NM OH OK PA TN UT VT WI WV WY$56,820 - $75,750 in these states: CO HI MI MN NC NH NV OR RI$59,520 - $79,360 in these states: AK CA CT DC DE IL MA MD NJ NY TX VA WAAs 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.Requisition #: 334415Background ScreeningIf 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 (https://jobs.lumen.com/global/en/faq) . Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.Equal Employment OpportunitiesWe 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 (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.DisclaimerThe 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 RangeSalary Min :51410Salary Max :79360This 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. (https://jobs.lumen.com/global/en/compensation-information) We're able to answer any additional questions you may have as you move through the selection process.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. (https://centurylinkbenefits.com)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. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.Application Deadline08/09/2024