Job Information
Lumen Sr Customer Success Dispute Resolution in Jackson, Mississippi
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
The Senior Customer Success Dispute Resolution acts as the principal billing consultant for Lumen Customers. Recommends solutions to billing/collections issues and may implement agreed upon solutions with the customer and internal departments. Works cross functionally with sales, customer service managers, and service delivery teams to correct systems, invoices, and improve the customer experience
The Main Responsibilities
Main Responsibilities Receives and handles tickets from customers who are questioning or disputing charges on their invoice.
Demonstrates the ability to timely work billing adjustments which require an all-in approach
Must have the ability to analytically problem solve using a variety of systems and tools
Collaborate with the customer, sales organization, and other internal departments to proactively resolve billing related issues.
Demonstrates the ability to lead and conduct conference calls with our internal and external customers
Exercises independent judgement in reviewing disputes, fact gathering, utilization of internal tools and negotiating
Contributes to decisions on if/when an adjustment or negotiation is appropriate for a customer invoice.Works with managers or senior staff members on more complex billing issues.
Identifies problems and has reasonable latitude in making decisions and implementing solutions that drive efficiencies across departments within the company to improve the accuracy of the company's invoice for the customer.
Provides status updates to Billing management for aged tickets and other reports as requested.
What We Look For in a Candidate
Education Level: High School/GED.
Associate degree preferred.
Field of Study: Finance/Accounting/Telecom. 1-2 years’ experience in a telecommunications billing environment
A combination of education and experience is acceptable. Attention to detail with good organizational capabilities.
Ability to prioritize with good time management skills.
Good customer service skills Must be knowledgeable with MS Office Suite, primarily Microsoft Excel. Excellent analytical, communication (verbal and written) and organizational skills.
Ability to prioritize issues in a timely, efficient manner and manage a cyclical workload.
Ability to understand and utilize multiple systems for billing and dispute management.
Must be proactive, detailed orientated, and work in a fast-paced environment.
Compensation
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.
Location Based Pay Ranges:
$48,700 - $65,000 in these states: AL, AR, AZ, FL, GA, IA, ID, IN, KS, KY, LA, ME, MO, MS, MT, ND, NE, NM, OH, OK, PA, SC, SD, TN, UT, VT, WI, WV, and WY.
$51,188 - $68,250 in these states: CO, HI, MI, MN, NC, NH, NV, OR, and RI.
$53,625 - $71,500 in these states: AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, and WA.
Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process.
Learn more about Lumen's:
Benefits (https://jobs.lumen.com/global/en/benefits-statement)
Bonus Structure
#LI-FP1
Requisition #: 337948
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.
In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.
Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.
Application Deadline
05/12/2025