Mansfield, Ohio

About Lumen

Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen’s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at news.lumen.com, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.

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.

The Main Responsibilities

+ Address internal and external customer’s basic questions such as billing inquires, order status, and validate services and dependencies of order requests

+ Collaborate with key stakeholders such as Order Entry, Customer Care Managers, Account Team, Billing and Provisioning to provide best customer experience

+ Utilize current systems to properly authenticate customer

+ Solve complex customer issues by using provided systems and resources

+ Provide technical support and navigation assistance of Lumen’s customer portal

+ Validate customer request type to create Move Add Change order requests for customer

+ Provide best in class customer experience utilizing strong written and verbal communication skills focused on resolving the customer’s concern at 1st point of contact

+ Identify and document root cause of customer’s issue using active listening and strategic questions

+ Other duties as assigned

What We Look For in a Candidate

Required:

+ 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

Preferred:

+ Knowledge of telecommunications/technology industry

Requisition #: 237898

EEO Statement

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, 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.

Disclaimer

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.

Mansfield, Ohio

Lumen is an enterprise technology platform that enables companies to capitalize on emerging applications and power the 4th Industrial Revolution (4IR). This revolution is redefining how we live and work, creating an unprecedented need for an advanced application delivery architecture—designed specifically to handle the complex and data-intensive workloads of next-gen technology and businesses.

 

We integrate network assets, cloud connectivity, security solutions and voice and collaboration tools into one platform that enables businesses to leverage their data and adopt next-generation technologies.

 

Lumen brings together the talent, experience, infrastructure and capabilities of CenturyLink, Level 3 and 25+ other technology companies to create a new kind of company—one designed specifically to address the dynamic data and application needs of the 4th Industrial Revolution.