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 Service Delivery Coordinator (SDC) is responsible for responding to incoming customer inquiries, complaints, billing and toll questions related to the regulated and unregulated charges billed by Lumen to customer’s satisfaction.
The Service Delivery Coordinator is a Regular Full-Time employee who is scheduled to work at least forty (40) hours per calendar week. Mandatory overtime can occur, sometimes with short notice, and is based on volume and the needs of the business.
The position is Work From Home, but is center based. The center hours are 8:00 AM to 7:00 PM CST Monday through Friday (center hours subject to change).
NOTE – This is a CWA position and is required to be filled in one of the following states: AZ, CO, IA, ID, MN, MT, ND, NE, NM, OR, SD, UT, WA, WY
The Main Responsibilities
We are looking for a Service Delivery Coordinator that will be the liaison between our company and its current and potential customers. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behavior. As a representative, you will be required to:
- Manage large amounts of inbound calls in a timely manner
- Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
- Build sustainable relationships and engage customers by taking the extra mile
- Keep records of all conversations in our call center database in a comprehensible way
- Meet personal/team qualitative and quantitative targets
- Strive to maintain a professional attendance record
What We Look For in a Candidate
- Must reside in one of the following states: AZ, CO, IA, ID, MN, MT, ND, NE, NM, OR, SD, UT, WA, WY
- Strong customer service skills and experience with direct customer contact
- Experience with/knowledge of general billing inquiry and dispute resolution, account resolution and adjustments
- Strong communication (oral and written) and problem-solving skills
- Ability to communicate and follow up with the negotiators and other departments
- Ability to multi-task in a fast-paced environment
- Ability to use and navigate a Computer, Microsoft Excel, Word, and Outlook
Preferred:
- Billing experience
Salary Range
Salary Min : $12
Salary Max : $31
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.
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