Lumen Technologies · 17 hours ago

Customer Care Manager IV

USA

Full-time

Remote

Mid Level

$60K/yr - $116K/yr

3+ years exp

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Responsibilities

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

Qualification

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Telecommunications experienceProject ManagementComputer SystemsWindows applicationsTechnical product understandingOrder process knowledgeProvisioning process knowledgeCollaboration skills