About Lumen
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 Customer Success Support role provides back-office, functional support to the CS professionals aligned to high-touch and medium-touch customer segments.
The Main Responsibilities
- Navigates and leverages resources, systems, and tools to mine/validate critical account data effectively and efficiently
- Responds and prioritizes requests from CSE/C/As including service inventory reports, order reports, trouble/billing ticket research, bill audits, etc.
- Assists in implementing customer onboarding workflows and process with the focus of returning time to our Customer Success Executive, Customer Success Consultants and Customer Success Advocate's engagement strategies
- Completes preliminary research, pricing, quoting, amendment generation for moves, adds, and change orders
- Conducts renewal research, preliminary tasks enabling contract generation and readiness
- Supports implementation of customer advocacy via feedback-close loop processes
- Provide troubleshooting assistance/information gathering for customer product and portal adoption (leveraging on-demand videos and tutorials) as well as service/technical issue resolution
- Escalates issues appropriately and knows when to pull in Sales, CS, and other stakeholders to assist in resolving outstanding matters
- Implements automation and digital transformation strategies by learning and promoting self-serve customer mentality and activities
- Document events and interactions in SalesForce by creating, tracking, and closing cases when issues are resolved
What We Look For in a Candidate
- 1+ years of work experience in a customer support role
- Fundamental understanding of the Customer Success methodology and best practices
- Strong written and verbal communication skills
- Excellent attention to detail and follow-through, with the ability to handle and prioritize high-volume activities, case assignments while minimizing tasks falling through the cracks
- Adept at finding answers on the spot and handling uncertainty
- Good working knowledge of Windows, SFDC and other web-based platforms
- Consistently ensures that business is always conducted with empathy and integrity
- Thougtful and trustworthy
What to Expect Next
Requisition #: 327664
When applying for a position, you may be subject to a background screen (criminal records check, motor vehicle report, and/or drug screen), depending on the requirements for the position. More information on what’s included in these checks can be found in the Post Offer section of our FAQ page. Job-related concerns noted in the background screen may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.
This position is part of a bargaining unit and represented by a union. Depending upon the applicable collective bargaining agreement under which you may be hired, you may be: (a) required to join the union and pay union dues as a condition of employment; or, (b) required to pay union dues, but not join the union as a condition of employment; or (c) free to chose whether or not to join the union, but if you do join the union you would be obligated to pay union dues.
EEO Statement
We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, creed, veteran status, disability, medical condition, genetic characteristic or information, age, sex, gender, sexual orientation, gender identity, 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.
NOTE: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Disclaimer
The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.
Salary Range
36450
81000
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. 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.
Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.
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