Customer Care Manager III at Lumen in Boise, Idaho, United States Job Description 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. 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 Role Acts as a single point of contact for a group of assigned customer accounts which typically have a medium to large revenue scope or have moderate to high complex 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 + 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. + Meet learning, development and personal growth objectives to provide a superior customer experience. + Partner with sales and service delivery to resolve order exceptions throughout the delivery lifecycle What We Look For in a Candidate Required: + Bachelor's Degree or 5+ years of related experience + Customer service, problem solving a To view full details and how to apply, please login or create a Job Seeker account
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