Customer Care Manager IV

The Customer Care ManagerIV is the single point of contact for assigned customer accounts which typically have a large revenue scope, complex product needs, and/or require significant project management due to the size of the organization.

• Manage interactions from the customer order through billing to ensure highest levels of customer satisfaction
• Promote revenue growth, retention, and overall customer satisfaction
• Serve as the conduit and escalation point for exception problem management of customer 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
• Manage large and complex customer implementation projects which include but are not limited to creating and maintaining detailed project schedules, tracking the project's financial state, understanding unique aspects of projects as well as understanding technical and operational specifications
• Own and manage all customer communications or escalations pertaining to new install orders
• Manage all aspects of the conversion of sales to revenue for the company
• Manage all service activation elements of customer orders from order entry through service "turn up." Communicate order status in a timely manner to customers via conference call, emails and phone calls
• Initiate and track the timely and accurate moves, adds, changes and disconnects to the customer's services based on their requests
• Coordinate proactively with sales and sales engineers on the pre-sales engagement process to ensure product compliance and solutions definition
• Own and create service delivery and service management performance review presentations

Basic Qualifications

• Minimum of 3 years related customer service experience in the telecommunications industry
• Experienced interfacing with internal and external customers towards effective management of a project or customer expectations
• Demonstrated ability to direct the work of other functional organizations and deliver proactive results in fast paced environment
• Demonstrated ability to influence and collaborate across diverse organizational boundaries
• Demonstrated success working effectively under pressure while managing and organizing multiple projects and priorities
• Ability to develop documentation to be reported to all levels of management and customers
  
  Preferred Qualifications
• 5+ years of relevant job experience
• Bachelor's degree in a related field

This job is not available to applicants who will require visa sponsorship (examples: H-1B, L1, OPT, F-1, TN, etc.)

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:

$63,400 - $84,500 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.
$66,544 - $88,725 in these states: CO, HI, MI, MN, NC, NH, NV, OR, and RI.
$69,713 - $92,950 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
• Bonus Structure

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