SERVICE DELIVERY REP III

About Lumen
Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen’s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at news.lumen.com, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.

The Role

Acting as the voice of the customer to internal teams, and the single point of contact for multiple customer orders. Responsible for the end-to-end management of new install and modification orders being proactive in managing the customer’s needs to ensure the highest levels of customer satisfaction and that their expectations are met and surpassed.

Client interaction initiated by customers through phone, email and/or portal communications. Takes ownership of the request to ensure complete and accurate resolution.

The Main Responsibilities

Owner of all customer communications or escalations relating to your assigned order(s) (new install, modification and disconnect). Provide regular order status updates and drive timely resolution on behalf of the customer. Actively manage all order elements. Communicate order status to customer contacts via weekly Work In Progress reports, conference call, and emails. Able to own and address all customer requests, complaints and issues regarding their order(s) and deliver in a timely manner.

What We Look For in a Candidate

• Customer first approach / mindset
• Customer service experience in the telecommunications industry is helpful, but not essential.
• Must be self-directed, understand the requirements, and take the initiative to complete tasks or assignments.
• Experienced in interfacing with internal and external customers towards effective management of customer expectations.
• Ability to focus and deliver proactively in a dynamic, multi-tasking, fast-paced environment.
• Ability to work effectively in diverse groups.
• Demonstrated ability to influence and collaborate across organisational boundaries.
• Willingness to learn
• Ability to communicate in English

What to Expect Next

Requisition #: 324800 

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.

We are committed to making reasonable adjustments to the recruitment process for people with disabilities. If there is anything we can do to help you, please let us know

We are committed to providing equal employment opportunities to all persons regardless of race, religion, colour, sex, age, disability or sexual orientation or any other status protected by local or national law. We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Join a diverse and inclusive culture where everyone is welcome and every voice is heard. A culture where people feel they belong, can be themselves and feel inspired to share different perspectives. Our culture, shared values and behaviours truly make Lumen a fantastic place to work and provides an environment where people can genuinely thrive.