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Client Escalations Manager I

at Lumen in Dover, Delaware, 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. We’re invested in providing the flexibility you need to thrive and deliver lasting impact. Apply now to continue digitally connecting the world and shaping the future.

The Role

The Client Escalation Manager is a customer-facing role that engages with our Business customers who have escalated to senior leadership, outside agency (public utility commission, FCC), or social media and resolves the escalation to completion. This is accomplished by leveraging your vast knowledge of systems and ability to navigate the internal workings of Lumen on behalf of the customer, while providing excellent communication and status updates to both the customer and intake source. The ultimate goal of the position is to take a poor customer experience and turn it into a positive experience.

Work Locations- Remote US Locations

The Main Responsibilities

Act as the single point of contact for customer and internal escalation management. Ensure high quality customer service with emphasis on timely resolution and thorough problem definition and identification.

Take charge of resolving escalations and issues, escalate internally when needed.

Maintain the customer communication throughout the resolution process.

Document and take notes on progress, logging the information in Salesforce. Create and share best practices and feedback to the Customer Success Managers Assist with additional projects such as NPS surveys as needed.

What We Look For in a Candidate

Experience: 3+ years customer success or account management experience

Education Level: Bachelor’s Degree or equivalent work experience

Experience working with and supporting enterprise customers, evaluating, and responding to needs with empathy and integrity

Excellent communication and interpersonal skills with ability to de-escalate difficult situations Ability to proactively problem solve, make decisions on issue resolution while effectively

negotiating directly with the customer and internally on their behalf

Technical aptitude to learn data networking technologies, products, and features

A high level of accuracy and attention to detail with good organizational capabilities

Ability to interpret customer data points and insights, prioritize and respond accordingly Prioritize and manage multiple workstreams and task lists with strong time management skills

Ability to quickly learn various software, web-based platforms, and systems in accessing data

Working knowledge of MS Office suite

Compensation

The starting salary for this role differs based on the employee’s primary work location. Employees typically do not start at the top of the range, though compensation depends on each individual’s qualifications.

Location Based Pay Ranges

$46313 – $61750 in these states: AR, ID, KY, LA, ME, MS, NE, SC, and SD.

$48700 – $65000 in these states: AZ, AL, FL, GA, IN, IA, KS, MO, MT, NM, ND, OH, OK, PA, TN, UT, VT, WV, WI, and WY.

$51188 – $68250 in these states: CO, HI, MI, MN, NV, NH, NC, OR, and RI.

$53625 – $71500 in these states: AK, CA, CT, DE, DC, IL, MD, MA, NJ, NY, TX, VA, and WA.

As with the pay range variety that’s based on the region of a country, specific offers are determined by various factors such as experience, education, skills, certifications and other business needs.

Requisition #: 333191

Background Screening

If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page (https://jobs.lumen.com/i/global/en/faqs) . Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Equal Employment Opportunities

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Disclaimer

The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.

Salary Range

Salary Min :

46313

Salary Max :

71500

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.

This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information here. (https://jobs.lumen.com/global/en/compensation-information) We’re able to answer any additional questions you may have as you move through the selection process.

As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking here. (https://centurylinkbenefits.com)

Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.

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Job Posting: JC258246136

Posted On: Apr 12, 2024

Updated On: Apr 21, 2024

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