**Customer Care Manager III - US Work From Home**

**Location:** WORKS FROM HOME, VA, US WORKS FROM HOME, NY, US WORKS FROM HOME, MI, US WORKS FROM HOME, MT, US WORKS FROM HOME, WV, US WORKS FROM HOME, MO, US WORKS FROM HOME, SC, US WORKS FROM HOME, AL, US WORKS FROM HOME, RI, US WORKS FROM HOME, GA, US WORKS FROM HOME, OH, US WORKS FROM HOME, CO, US WORKS FROM HOME, ME, US WORKS FROM HOME, NV, US WORKS FROM HOME, KS, US WORKS FROM HOME, ID, US WORKS FROM HOME, VT, US WORKS FROM HOME, ND, US WORKS FROM HOME, LA, US WORKS FROM HOME, AZ, US WORKS FROM HOME, MA, US WORKS FROM HOME, CA, US WORKS FROM HOME, MD, US WORKS FROM HOME, KY, US WORKS FROM HOME, AR, US WORKS FROM HOME, MS, US WORKS FROM HOME, NE, US WORKS FROM HOME, CT, US WORKS FROM HOME, UT, US WORKS FROM HOME, NM, US WORKS FROM HOME, OR, US WORKS FROM HOME, FL, US WORKS FROM HOME, PA, US WORKS FROM HOME, NJ, US WORKS FROM HOME, NC, US WORKS FROM HOME, TN, US WORKS FROM HOME, DC, US WORKS FROM HOME, WA, US WORKS FROM HOME, IA, US WORKS FROM HOME, WI, US WORKS FROM HOME, WY, US WORKS FROM HOME, IL, US WORKS FROM HOME, IN, US WORKS FROM HOME, NH, US WORKS FROM HOME, OK, US WORKS FROM HOME, DE, US WORKS FROM HOME, MN, US WORKS FROM HOME, SD, US WORKS FROM HOME, TX, US **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 Lumens 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****

Acts as a single point of contact for a group of assigned customer accounts which typically have a medium to large revenue scope or have moderate to high complex product needs. Manages any interactions from the customer order through billing to ensure highest levels of customer satisfaction. Promotes revenue growth, retention, and overall customer satisfaction. Serves as the conduit and escalation point for exception problem management of customer troubles and 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.

****The Main Responsibilities****

* Partner closely with sales and service delivery eco-systems to understand and implement sold solutions.

* Provide critical date management and escalation support to meet committed delivery objectives.

* Validate order details for sold services

* Follow established protocol for submitting orders to Order entry and provisioning.

* Provide timely response to customer and service delivery inquiries.

* Pro-actively manages the customers service needs to ensure the highest levels of customer satisfaction and that their expectations are met.

* Meet learning, development and personal growth objectives to provide a superior customer experience.

* Partner with sales and service delivery to resolve order exceptions throughout the delivery lifecycle

****What We Look For in a Candidate****

**Required:**

* Bachelors Degree or 5+ years of related experience

* Customer service, problem solving and analytical skills

* Verbal, written and interpersonal communication skills

* Collaboration skills and use a team approach to accomplishing work

* Self-starter

* Ability to multi-task

* Ability to stay focused in high paced stressful working environment.

* Ability to learn and adhere to customer care policies, processes, and principles

* Ability to maintain a proficient understanding of Lumen products and services.

* Have a working knowledge of the implementation workflow

**Preferred:**

* Understanding of technical products and services

* Formal project management experience

* Knowledge of order process and technical side of the provisioning process

* 3+ years of telecommunications/technology experience.

****What to Expect Next****

Requisition #: 267826

**EEO Statement**

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, 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 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.