, Oregon

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 Retention Sales and Service Associate will work under immediate supervision in a fast-paced inbound call center, respond to phone calls from existing customers who may have concerns with billing and/or interest in Lumen products and services. With a high sense of urgency provide extraordinary customer service to include answering questions, fulfilling orders, troubleshooting problems, utilizing internal tools and resources to respond with information, and limiting call transfers with first call resolution.

Wages and Training:

Training for this position begins in February 2021Incredible UNCAPPED earning potential, based on performanceTraining will be 6 weeks, Monday through Friday, 10am – 7pm. You MUST be able to attend entire 6 weeks of training without time off

Typical Work Hours:

New hires typically work 10a.m. to 7p.m., Monday through Friday. Mandatory overtime will be required (Occurring on Monday and subject to business needs), based on call volumes during normal hours of operation.Work Environment:

You will be working from the comfort from your own home! Just need a quiet distraction free place where the customers’ can receive the best customer service from you!Work in a structured environment with adherence to firmly scheduled break timesLumen will provide all the equipment for success (exception of ethernet cord which successful candidate will need to provide).

The Main Responsibilities

Receive, listen to and respond to inbound calls from Lumen residential customersShow care to each customer by using patience, attentiveness, willingness to help while being professional and showing respectBuild and maintain strong customer rapport.Perfect the customer experience by providing superior serviceResolve the customer issue on the first call without transfer, while utilizing various support groups via chat or other multi-tasking abilitiesConsult with customers to determine their wants, interests, and needs; recommend the best solution to enhance the customers experience, which may include selling additional services or right-sizing services to drive customer loyaltyAdvise, consult, multi-task, and problem solve with your customer, which includes complaints and general calls in regards to service, billing, payment and other service related issuesMeet required customer service and sales performance objectives by determining the best customer experience solution on every callUse various computer systems/screens simultaneously to process sales and service ordersMaintain and improve speed, accuracy and quality results by adhering to standards and guidelinesUpdate job and product knowledge by participating in educational opportunitiesData entry with speed and accuracy

Benefits:

Enjoy your weekends off!! We know we do!!Fantastic Medical, Dental and Vision, offered after 30 days of employment for you and your family!Paid Vacation – 1 week of vacation after 6 months of employment!Company prepaid tuition program after 90 days of employment!401K Plan with Company match!Discounts on Lumen Products and Services!

What We Look For in a Candidate

Ability to meet and exceed monthly retention and sales goalsQuality oral and written communications skillsStrong listening skills with the ability to ask follow-up questions to understand root cause of issueStrong customer focus dealing with escalated or irate customersExcellent punctuality and work attendance historyProficient in multi-tasking within several computer applications and databasesAbility to handle a high volume of phone calls in a structured environmentMust be flexible to work various shifts, including Saturdays, evenings, mandatory overtime and holidays as necessaryComputer literacyGood negotiating, indirect influencing and persuasive skills with a positive attitude and sales mindset

Preferred Qualifications:

Prior experience in a retention, customer-facing environment, or commissioned based positionExperience in an in-bound or out-bound call center environmentSix or more months of customer service experience

While this role is Work at Home there is a requirement that you live in one of the following 12 states: Arizona, Idaho, Iowa, Minnesota, Nebraska, New Mexico, North Dakota, Oregon, South Dakota, Utah, Washington and Wyoming (within those States there are required locations based on the collective bargained agreement)

What to Expect Next

Based on your job application information you may be given the opportunity to complete an online assessment immediately after applying. Completion of the online assessment is a requirement in order to be considered for our open position.

Now not a good time? No worries, we will also send you an email with a link to complete the

assessment. We strongly recommend that you complete this within 5 days of your application date.

Requisition #: 239351

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.

, Oregon

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.