Customer Care Manager II (HOME, PL)

About Lumen

Lumen 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. 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 Role

Acts as a single point of contact for a group of assigned customer accounts which typically have a medium revenue scope or have moderate product needs. Manages any interactions from the customer order through billing to ensure highest levels of customer satisfaction. Promotes revenue growth, retention, and overall customer satisfaction. Serves as the conduit and escalation point for exception problem management of customer troubles and issues in the areas of order entry, order validation, service activation, test and turn-up, customer access group, technical customer account management, disconnects and billing activities. 

The Main Responsibilities

• Act as single point of contact for intermediate level implementation lifecycle management on a group of assigned customer accounts.  • Partner closely with sales and service delivery eco-systems to understand and implement sold solutions. • Provide critical date management and escalation support to meet committed delivery objectives. • Validate order details for sold services • Follow established protocol for submitting orders to Order entry and provisioning. • Provide timely response to customer and service delivery inquiries. • Pro-actively manages the customer’s service needs to ensure the highest levels of customer satisfaction and that their expectations are met.

What We Look For in a Candidate

• Bachelor’s Degree or minimum, 1-2 years of related experience  • Customer service, problem solving and analytical skills  • Verbal, written and interpersonal communication skills • Collaboration skills and use a team approach to accomplishing work • Self-starter  • Ability to multi-task  • Experience using Computer Systems and Windows-based applications including word processor, spreadsheet

Preferred Qualifications: • Understanding of technical products and services • Basic Project Management skills • Knowledge of order process and technical side of the provisioning process  • 1 to 3 years of telecommunications/technology experience.  

Requisition #: 341527

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.

We are committed to making reasonable adjustments to the recruitment process for people with disabilities. If there is anything we can do to help you, please let us know.

We are committed to providing equal employment opportunities to all persons regardless of race, religion, colour, sex, age, disability or sexual orientation or any other status protected by local or national law. We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Join a diverse and inclusive culture where everyone is welcome and every voice is heard. A culture where people feel they belong, can be themselves and feel inspired to share different perspectives. Our culture, shared values and behaviours truly make Lumen a fantastic place to work and provides an environment where people can genuinely thrive.