Customer Service Account Specialist

Lumen Technologies Remote (United States)

The Customer Service Account Specialist II provides the first and final voice for Lumen customers who have questions, concerns and inquiries related to their bill and account. The Customer Service Account Specialist II is an empathetic listener, a solution-based champion and maintains a key focus on accuracy and speed for assisting the customer. 


At Lumen, we believe an important ingredient in providing amazing customer service is having an amazing team. To maintain and build that team we know that pouring development into the everyday role and responsibilities is the key to building a rewarding career. We offer a generous compensation package complete with holistic benefits and a culture that ensures that YOU feel wanted, included and part of the platform of amazing!  


The Main Responsibilities

  • Be present and ready for every customer by having outstanding attendance and showing value to the customer’s by reducing hold times and responding timely to all inquiries. 
  • Show care to each customer by actively listening to customer’s concerns and questions regarding their bill and resolving concerns in a timely manner. This could involve taking inbound calls or chats with existing customers. 
  • Responsible for using systems, tools and scripted language to ensure that you are complying with regulations and laws. This means following quality standards and always putting the customers’ rights and concerns first.
  • Provide genuine empathy and professionalism when working with customers who require payment arrangements and be prepared to offer solutions.
  • Be able to negotiate and build best possible outcomes for the customer when working through delinquent account resolution. 
  • Specialized handling of pending orders and newly activated accounts within their initial tenure as a customer, facilitating solutions across multiple teams within the company, including technicians in the field supporting installation, billing investigation teams and order corrections.
  • Managing of individual customer cases, that require navigation of multiple systems, coordination with back-office teams and outbound contacts with customers until resolution is achieved.
  • Promotes and sells products and services to customers by consulting with customers and gathering and evaluating data to establish telecommunications needs, offering the most appropriate solutions for customer needs, persuading customer to purchase, and overcoming objections and concerns, as necessary.
  • Ability to navigate multiple billing systems to resolve complex collections activities, including billing and payment investigations. Examples of these activities may include cases that are related to bankruptcy and other claims.
  • Ability to effectively leverage customer retention processes and tactics, focused on saving customers from disconnecting their services.
  • Work in a performance driven environment that requires the employee to meet quotas and related metrics across service, sales, and retention activities.
  • Maintain and improve speed, accuracy, and quality results by adhering to standards and guidelines.


What We Look For in a Candidate

What Skills are Required for Day One Success (Don’t worry we will train the rest)

  • Must posses at least six months of previous customer service experience. 
  • Must posses a strong positive attitude with willingness to learn and motivation to grow.
  • Must posses working knowledge of Microsoft Office tools (Word, Excel, etc) and have overall computer literacy. 
  • Must posses ability to communicate clearly, accurately and in a positive tone with customers both written and oral.
  • Must be flexible to work various shifts, including weekends, evenings, and holidays as necessary (No Sundays)
  • Must have work ethic that reflects respect to your teammates, customers and leadership by arriving to scheduled shifts on time and returning from all breaks on time. 
  • Ability to meet and exceed monthly service, sales and retention related goals. 
  • Must posses ability to communicate clearly, accurately and in a positive tone with customers both written and oral. Must be able to ask follow-up questions to understand the root cause of an issue to help deliver a solution. 


What to Expect Next

Requisition #: 269092


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.

 

Salary Range

Salary Min: 23877

Salary Max: 59124


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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