NHS Human Services, Inc.

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

Work cross functionally with our partners in Mass Markets and Enterprise to deliver a best in world experience for residential property Developers, Builders, Owners and Management Companies in their ordering, provisioning, billing and on-going support of commercial services across their portfolios. This position will act as a liaison across the functional organizations who are directly responsible for sales, care, service issues or delivery of service, with a focus on coordinating residential and commercial network designs, funding and builds; facilitating the back-office (e.g., billing, Care) aggregation of property information to enable a portfolio-wide management approach vs. individual account relationships with each; and acting as a resource to our customers to navigate across the organizations on their behalf to address issues that arise. Success in this role will be measured by customer feedback, collaboration with impacted teams, supplemental customer research and synthesis of multiple inputs to fully understand and assist the customers’ journey. The candidate will identify root causes, work across teams to design solutions, implement improvements, and measure results. This is a highly collaborative role with great opportunity to drive an excellent customer experience. This position is responsible for the success of our customers and to ensure that their experience is exceptional by delivering high-quality, accountable and timely support. This is a demanding role that requires a unique skill set. This is an evolution of customer service (sales and care) and support (repair) representatives into a customer success role. A customer success manager works one-on-one with customers as partners. These employees tend to have a diverse background in customer success along with years of experience with working with customers. Customer success managers follow up with their customers regularly, checking on their progress and acting similarly to be a trusted advisor. Additionally, they ensure their customers get the most from the company by finding ways to optimize the product or service experience.

Location and Schedule

• This is a Work From Home Position in the United States

• 25% Travel expectation required for the role.

The Main Responsibilities

• Effectively resolve customer questions in a considerate and timely manner

• Take ownership of technical issues and customer problems from beginning to end

• Compose a thoughtful, personalized response to a variety of customer requests

• Triage incoming requests and spot trends in customer issues to flag for other teams or support organizations

• Identify, reproduce, and document bugs/issues causing ‘unhappy path’ for the support organizations

• Contribute to the ongoing learning and success of your team by contributing or creating documentation for customers and employees

• Collaborate with operational groups to identify opportunities to improve customer experiences in the provisioning, delivery and usage of our best in class services

• Use subject matter expertise to leverage systems and procedures throughout the customer journey to provide solutions for customers from beginning to end

• Think strategically to determine the best way to assist customers and identify ways to improve the customer experience

• Must be able to troubleshoot customer issues with orders or service to assist with issue resolution

• Rather than just responding to customer communication, be proactive in identifying and solving problems before the customer recognizes them

What We Look For in a Candidate

Required:

• Passion for customer support, solving problems for customers, and about the role it plays in making a customer-centric team successful

• Skilled at explaining technical problems succinctly and clearly

• Empathetic and articulate communicator

• Experience or interest in project management

• Demonstrated proactive problem solving and strategic thinking skills

• Agility to synthesize multiple sources of information and obtain supplemental data when necessary

• Experience in communications or technology delivery and implementation desired

• Familiarity with Enterprise ordering and provisioning systems and processes, customer service databases and/or tools, billing systems and processes

• Bachelor’s degree or equivalent with 1-2 years of experience

• Employee should have top marks for customer support and compassion in previous reviews

Preferred Qualifications:

• 3+ years of progressive experience supporting customers in a sales, care, repair, assign, dispatch, or programming role.

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

$80,510 - $107,340 in these states: AR ID KY LA ME MS NE SC SD

$84,740 - $112,980 in these states: AL AZ FL GA IA IN KS MO MT ND NM OH OK PA TN UT VT WI WV WY

$88,980 - $118,630 in these states: CO HI MI MN NC NH NV OR RI

$93,210 - $124,280 in these states: AK CA CT DC DE IL MA MD NJ NY TX VA 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 #: 334171

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/global/en/faq) . 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 :

80510

Salary Max :

124280

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.

Application Deadline

07/10/2024