What are the responsibilities and job description for the MANAGER CUSTOMER ENGAGEMENT position at Idaho State Job Bank?
Manager Customer Engagement 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 Manager Customer Engagement aligns and positions the Customer Engagement Team to drive the optimal revenue and client experience. This experienced, industry professional has significant customer-facing client service responsibilities. The Main Responsibilities Recruit and Onboard talent. Revenue Forecasting which entails understanding the base they support and all the drivers that contribute to revenue growth or revenue decline like credits, disconnects, renewals, rerates, product migration etc. Account Management and assignments. Escalation management. Customer Negotiations. Coach and mentor which includes having difficult conversations. Embrace and adapt to change. Track and monitor performance by role. What We Look For in a Candidate Customer Service Experience 5 Years. Bachelor's Degree in Business. Business Acumen. Excel, Word, PowerPoint (Beginner / Intermediate). Salesforce dashboards and reporting. Management Experience 2 Years. Excellent Communication Skills. Working in a Matrix Environment. Ability to influence with persuasion, negotiation, collaboration internally and with customers. Experience in a telecommunications customer-facing environment supporting telecommunication customers. Ability to manage programs and people across multiple channels and sales teams. Ability to influence senior levels of organization. Ability to identify common needs and issues across the organization. Compensation The starting salary for this role differs based on the employee's primary work loc To view full details and how to apply, please login or create a Job Seeker account