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Lumen Customer Advocate in Charleston, West Virginia

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

Work cross functionally to deliver best in world experience for our residential fiber internet customers. This position will be responsible for portions of the customer relationship to assist with sales, care, service issues or delivery of service. It also delivers all needed steps for provisioning and fulfillment closely related to the assignment, provisioning, delivery, installation and usage of fiber based broadband services. Success in this role will be measured by customer feedback, collaboration with impacted teams, supplemental customer research and synthesis of multiple inputs to fully understand and assist the customers’ journey. The candidate will identify root causes, design solutions, implement improvements, and measure results. This is a highly collaborative role with great opportunity to drive an excellent customer experience. This position is responsible for the success of our customers and to ensure that their experience with X product is exceptional buy delivering high-quality, accountable and timely support. This is a demanding role that requires a unique skill set. As the voice of the product and Lumen, you will act as an advocate for the product and as a champion for our customers.

Location and Schedule

This is a Work From Home position.

Quantum Fiber’s hours of operation are Monday – Saturday, 7:00 am to 7:00 pm central time.

The Main Responsibilities

  • Effectively resolve customer questions through chat, telephone or email in a considerate and timely manner

  • Take ownership of technical issues and customer problems from beginning to end

  • Triage incoming requests and spot trends in customer issues to flag for other teams or support organizations

  • Collaborates with operational groups to identify opportunities to improve customer experiences in the provisioning, delivery and usage of our best in class residential fiber internet services

  • Overall responsibility to ensure customers’ expectations are met in the delivery and usage of their services employing a proactive problem-solving approach

  • Think strategically to determine the best way to assist customers and identify ways to improve the customer experience

  • This is an evolution of customer service (sales and care) and support (repair) representatives into a customer success role. A customer success advocate works one-on-one with customers as partners. They help customers with product onboarding and ongoing usability of the product.

What We Look For in a Candidate

Required

  • Passion for customer support, solving problems for customers, and about the role it plays in making a customer-centric team successful.

  • Skilled at explaining technical problems succinctly and clearly

  • Empathetic and articulate communicator

  • Demonstrated proactive problem solving and strategic thinking skills

  • Agility to synthesize multiple sources of information and obtain supplemental data when necessary

  • Experience in communications or technology delivery and implementation desired

  • Employee should have top marks for customer support and compassion in previous reviews

Preferred Qualifications:

  • 2+ years of progressive experience supporting customers in a sales, care, repair, assign, dispatch, or programming role.

  • Past experience in Salesforce, ENS, MARTENS, GENESYS operating systems preferred

Compensation

The 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

$38119 - $50825 in these states: AR, ID, KY, LA, ME, MS, NE, SC, and SD.

$40500 - $53500 in these states: AZ, AL, FL, GA, IN, IA, KS, MO, MT, NM, ND, OH, OK, PA, TN, UT, VT, WV, WI, and WY.

$42132 - $56175 in these states: CO, HI, MI, MN, NV, NH, NC, OR, and RI.

$44138 - $58850 in these states: AK, CA, CT, DE, DC, IL, MD, MA, NJ, NY, TX, VA, and WA.

As 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 #: 333707

Background Screening

If 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 Opportunities

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, 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.

Disclaimer

The 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 Range

Salary Min :

38119

Salary Max :

58850

This 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)

Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.

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