Call Center Representative -Service Delivery; Work From Home
Company: Lumen
Location: Santa Fe
Posted on: January 24, 2023
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Job Description:
**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 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
+ Knowledge of telecom products and services including traditional
Voice, High Speed Internet, Ethernet, IP Voice, Managed Hosting,
Private Line, Networking, Contracts, Cloud and other products and
services
+ Self-starter
Requisition #: 324594
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
(https://jobs.lumen.com/global/en/faqs) . 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**
**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.
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.
**Salary Range**
**Salary Min :**
12
**Salary Max :**
31
This information reflects the base salary pay range for this job
based on current national market data. Ranges may vary based on the
job's location. We offer competitive pay that varies based on
individual experience, qualifications and other relevant factors.
We encourage you to apply to positions that you are interested in
and for which you believe you are qualified. To learn more, you are
welcome to discuss with us as you move through the selection
process.
Keywords: Lumen, Santa Fe , Call Center Representative -Service Delivery; Work From Home, Other , Santa Fe, New Mexico
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