Lumen Technologies · 17 hours ago
Lead Customer Care Manager
USA
Full-time
Remote
Senior Level, Lead/Staff
$72K/yr - $96K/yr
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Responsibilities
Provide top level escalation support for Leadership.
Support management team members when needed.
Anticipate and proactively address opportunities or potential problems.
Act as single point of contact for advanced level implementation lifecycle management on a group of assigned customer accounts.
Act as s SME for key products and implementation processes.
Act as a support resource for implementation of advanced solution-based product and services.
Produce best practice documentation to facilitate effective and efficient WIP management.
Collaborate across organizational boundaries to identify and correct process gaps.
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 customer’s service needs to ensure the highest levels of customer satisfaction and that their expectations are met.
Ability to stay focused in high paced stressful working environment.
Meet learning, development, and personal growth objectives to provide a superior customer experience.
Ability to maintain a positive outlook and lead teams through change.
Ability to perform as a leader.
Applies expertise and judgement to reach good decisions.
Approaches work with a continuous improvement mindset.
Ability to learn and adhere to customer care policies, processes, and principles.
Ability to maintain an advanced level understanding of products and services.
Have a working knowledge of the implementation workflow.
Partner with sales and service delivery to resolve order exceptions throughout the delivery lifecycle.
Qualification
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Required
Provide top level escalation support for Leadership.
Support management team members when needed.
Anticipate and proactively address opportunities or potential problems.
Act as single point of contact for advanced level implementation lifecycle management on a group of assigned customer accounts.
Act as SME for key products and implementation processes.
Act as a support resource for implementation of advanced solution-based product and services.
Produce best practice documentation to facilitate effective and efficient WIP management.
Collaborate across organizational boundaries to identify and correct process gaps.
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 customer’s service needs to ensure the highest levels of customer satisfaction and that their expectations are met.
Ability to stay focused in high paced stressful working environment.
Meet learning, development, and personal growth objectives to provide a superior customer experience.
Ability to maintain a positive outlook and lead teams through change.
Ability to perform as a leader.
Applies expertise and judgement to reach good decisions.
Approaches work with a continuous improvement mindset.
Ability to learn and adhere to customer care policies, processes, and principles.
Ability to maintain an advanced level understanding of products and services.
Have a working knowledge of the implementation workflow.
Partner with sales and service delivery to resolve order exceptions throughout the delivery lifecycle.
Benefits
Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing.
Company
Lumen Technologies
Lumen delivers the most secure platform for applications and data to help businesses, government and communities deliver amazing experiences
Founded in 1968
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$10.4M2023-05-22Post Ipo Equity
2020-01-31Post Ipo Debt
2018-06-21Post Ipo Equity· $2.4M
Leadership Team
Jeff Storey
President & CEO
Kate Johnson
CEO & President
Recent News
2024-12-21
2024-12-21
Company data provided by crunchbase
