What are the responsibilities and job description for the Lead Customer Care Manager position at Idaho State Job Bank?
Lead Customer Care Manager at Lumen in Boise, Idaho, United States Job Description About Lumen Lumen connects the world. We are igniting business growth by connecting people, data and applications - quickly, securely, and effortlessly. Together, we are building a culture and company from the people up - committed to teamwork, trust and transparency. People power progress. Lumen's commitment to workplace inclusion and employee support shines bright. We've made the Newsweek 2024 Greatest Workplaces for Diversity list and achieved a perfect score of 100 on the Human Rights Campaign Corporate Equality Index (CEI) for the fifth consecutive year. Plus, we're the top employer in the communications and telecom industry, ranking 12th overall across all industries in The American Opportunity Index. We're looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future. 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 - 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 To view full details and how to apply, please login or create a Job Seeker account
